Job Description
The Role
The EU Service Desk provides support service to customers and forms part of ION's global support team. The desk is responsible for providing both on-site and remote support to users and trading support personnel, maintaining a strong relationship with clients as well as developing a deep understanding of client systems and business practices.
Key Responsibilities
* Receives all client raised incidents and enters on the internal call logging system
* Analyses each call, using business acumen to identify the nature of the incident and action appropriately
* Deals with calls immediately, either independently or by passing to the appropriate team to ensure optimum resolution
* Works to improve knowledge and skills to increase 1st line resolution within the service desk
* Attends client site to assist with issue resolution and increase business knowledge where requested
* Develops strong working relationships with other departments to assist with the delivery of our service to clients
* Adheres to "best practice" and department procedures for client communications, incident progression and investigation
* Participates in the team shift patterns and assists with weekend work and out of hours escalation when required
Required Skills, Qualifications And Experience
1. Ho...