The post holder will be required to: work in the Service Desk team as part of a 24 hours support model. In this capacity the post holder will be responsible for all of the activities associated with dealing with customer queries and system stability from the time a call is raised until it is closed with the customers agreement. These activities include: (but are not limited to) Receiving calls, first line customer liaison. Recording and tracking incidents and complaints.
Keeping customer informed on request status and progress. Making initial assessment of incidents and requests, attempting to resolve them first-time or refer onto supporting teams (e.g. technicians, application support teams, National Service Desk or third party suppliers), who can resolve based on agreed service levels. Monitoring and escalating incidents and requests relative to the appropriate SLAs.
Closing incidents and requests. Carrying out daily tasks within the Service Desk function.