Duties Include: Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues Logging calls (tickets) and keeping records of customer queries.
Analysing call logs so you can spot common trends and underlying problems.
Remote monitoring of customer systemsEnsure timely issue diagnosis and feedback for all client queries, using the IT Help Desk system where appropriateEnsure all issues are resolved effectively by the team and maintain positive relationships between the wider IT Team and the supported clientsTo monitor and manage customer SLA's and in conjunction with our Help-desk schedule and field engineering resourcesInvestigate issues, advising on remedial action and coordinate our third party suppliersUpdating help desk documentation so that support information is available and current for each customer.
Skills:Good CommunicatorExcellent EnglishProfessional Telephone MannerExcellent Customer Service EthosAbility to work in fast moving, dynamic environmentFlexibilityDesire to learn about new technologies