Social network you want to login/join with:
* To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
* To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
* To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
* To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
* To provide first line investigation and diagnosis where applicable, ensuring that IT issues & faults reported to the appropriate teams are resolved in the shortest possible time, meeting the organisation's service level targets, and minimizing disruption to critical systems.
* Resolve basic hardware / software problems.
* To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their group
* To resolve incidents/service requests classified as First-Line-Fix, such as password resets and account reactivations/deactivations.
* To keep users informed of progress, especially post SLA breach.
* To accurately close all resolved incidents, requests, and other calls in a timely manner, especially at month end, using closure codes.
* To reflect on customer feedback through customer call closure surveys.
* To contribute to team meetings.
* To undertake all required training for the role.
* To provide IT support & preventative maintenance for all contracts.
* To ensure comprehensive documentation of procedures is maintained and that system documentation and support processes are regularly reviewed.
* The role involves 24*7 shift working, with 14 shifts every 28 days. The exact rotation will be discussed during the interview stages.
This is a 12 Month Fixed Term Contract
Main Responsibilities:
* Recognise the importance of good timekeeping for punctual login and call management.
* Manage customer mailboxes and log emails in ITSM Tool.
* Log incident/service requests and change requests accurately following documented procedures.
* Allocate categorisation and prioritisation levels based on contractual requirements.
* Provide first-line investigation and diagnosis, ensuring issues are reported and resolved promptly to meet SLAs.
* Resolve basic hardware/software problems.
* Record accurate information to assist the second-line team.
* Resolve First-Line-Fix incidents like password resets and account management.
* Keep users informed of progress, especially after SLA breaches.
* Close resolved incidents and requests promptly, especially at month end.
* Reflect customer feedback via surveys.
* Contribute to team meetings and undertake necessary training.
* Provide IT support and preventative maintenance.
* Maintain comprehensive documentation and review support processes regularly.
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