Responsibilities
* Work in the Service Desk team as part of a 24 hours support model.
* Be responsible for all 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.
* Receive calls, first line customer liaison.
* Record and track incidents and complaints.
* Keep customers informed on request status and progress.
* Make 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.
* Monitor and escalate incidents and requests relative to the appropriate SLAs.
* Close incidents and requests.
* Carrying out daily tasks within the Service Desk function.
LNKD1_UKTJ
#J-18808-Ljbffr