IT Support Consultant - Glasgow
HYBRID WORKING PATTERN
12 month contract
Daily Rate
Inside IR35
Some out of hours working on a rota basis
The Company
Is a UK IT consultancy that designs, implements, and supports IT infrastructure and software solutions for customers across the UK.
THE ROLE:
Working as part of Service Support team in the UK with responsibility for delivering service to our Health sector customers, you will join a virtual cross geography community of experienced engineers. Delivering Support to our customers across the UK and Ireland.
The mail goal will be:
· Deliver a excellent standard of support to our customers
· Identify and suggest improvements for the benefit of Operational KPIs
· Improve and consolidate RI product lines competencies.
What you'll be doing:
· Incident Triage and assignment
· Incident Investigation (and on-site investigation, as needed)
· Incident Update and management
· Incident prioritization and escalation trigger
· Incident Closure
· Incident resolution
· Article creation and collaboration with Service Desk Experts to create new articles
· Problem Creation for RCA (Root Cause Analysis (if applicable)
· Customer on site visit for crisis mgmt. and complex issues resolution
· Manage KPIs including NPS (Net Promotor Score), Ticket Turnaround and Backlog Management
· Manage SLA Performance (Incident Management)
...