Job Purpose
With guidance and training, be responsible for the resolving technical incidents and performing Changes across CSI’s Power i client base. The objective of the role is to ensure that CSI continue to provide excellence in Power i systems support and management to our clients .Collaboration with other members of the Power i team is vital to ensure knowledge transfer and continuity of service.
Key Accountabilities
* Over time, to acquire the skills necessary to support our Power i Clients.
* Ensuring that customers incident, change and requests tickets are managed in a professional and consistent manner;
* Ensuring first rate customer service and promoting Service Excellence;
* Working closely with other Power i Team members to ensure customer satisfaction;
* Ensuring CSI processes are being followed;
* Ensuring documentation is current and up to date.
* Ensure customer incidents are resolves within SLA;
* Ensure that change documentation is completed professionally and in a timely fashion;
* Represent changes at the CAB;
* Ensure technical documentation is kept up to date;
* Ensuring daily health check reports are completed in a timely manner;
Skills and Experience:
* No previous Power I experience is required.
* Previous IT experience in a different role is desirable but not mandatory.
Person Specification:
* Promote and live the CSI values; Think Client, Deliver Exceptionally and Excel Together
* Excellent communication skills, both written and verbal
* Professional appearance, well-mannered and a constructive attitude in all work-related matters
* Ability to handle multiple tasks and prioritise work to maintain required productivity levels
* Willingness to research and self-study
* Self-motivated, flexible in approach, enthusiastic team player
* Strong rapport and relationship building skills with internal/external customers
* Strong sense of responsibility and accountability, results driven
* Methodical in approach with sound analytical and problem-solving skills, and keen attention to detail
* Enjoys a challenge