Job description
Location: Stevenage (office based Tuesday, Wednesday, Thursday)
Working as a part of the Service Desk team, you will be the initial point of contact for our clients. Actioning the support tickets raised by our clients by responding and where possible, driving them through to resolution. Where you are unable to progress the tickets, you will escalate on to our 2nd/3rd line support whilst ensuring that an excellent service to our clients is provided.
You will be confident in working within a team and independently, whilst being able to prioritise your workload and escalate where necessary. You will gain a good technical understanding of the software over time and will use this to further enhance our documentation for both internal and external use.
Key responsibilities and duties
Providing first class technical and customer service to users of Vibe's software
Answering the support phone line to clients
Initial troubleshooting of issues
Escalation of tickets to appropriate teams when unable to progress
Monitoring and administration of the unassigned queue
Clearly and well defined notes on tickets, ensuring smooth handovers
Responding to tickets in a professional manner, ensuring we meet our response times from Service Level Agreements
Creating and modifying documentation for both internal and external use
Collation of data for reporting purposes
Logging support requests from clients, researching and solving problems
Technical knowledge and experience
Ability to prioritise and multi-task
Working within a team and independently
Have a keen eye and attention to detail
Enthusiasm for learning
Good communication skills, both verbal and written
Organisation skills
Information Technology, Computer science or similar 'technical' Post Graduate degree is desirable
A-Levels/ BTEC – Technical subjects preferred
Familiarity with Microsoft office suite and operating systems
An interest in IT/technology