Description
You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests that are logged with the IT Service Centre. This is a phone-based role, alongside hardware fault diagnostics for laptops, desktops, mobile phones and other company IT hardware.
Responsibilities
* To respond in a professional, friendly, supportive, helpful and timely manner to all internal customers who contact the IT Service Centre via telephone or in person.
* Take ownership of issues raised and manage customer expectations by providing regular contact and progress updates.
* Act as a liaison with other internal Technology departments and drive through a resolution on behalf of the customer to deliver in accordance with agreed timelines.
* Actively and professionally represent the IT Service Centre throughout the organization.
* Use sound judgment and make decisions that will maximize customer satisfaction.
* Strive to continually improve personal performance in order to achieve team and departmental SLAs and KPIs.
* Take responsibility for continuous self-development and own learning.
* Contribute ideas and suggestions for the proactive improvement and effectiveness of the IT Service Centre delivery.
* Manage issues with minimum supervision.
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