You will be responsible for carrying out first line technical support activities to provide a proactive and reactive service to achieve exceptional customer satisfaction for the clients whilst adhering to strict SLA’s. Support is provided 24/7/365 working 12-hour shifts (7am-7pm / 7pm-7am), 4 days on/4 days off, 2 week rotation. Service Support: You will be the first point of contact performing initial triage of incoming service calls/emails/alerts and making appropriate routing decisions, resolving the issues, or escalating to the second line teams within the required timescales to achieve SLA’s Proactively drive tickets and workflow and assertively chase any tickets languishing in queues Liaise with customers and third party suppliers as required to provide timely resolution Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches Establish and maintain effective working relationships with colleagues and management Ensure adherence to all service desk policies and procedures Understand and respond to feedback from ticket quality reviews Other: Complete mandatory training designated by Bell within the required timescales Applicant will be required to pass various security and vetting checks, upto and including SC level clearance Previous experience working with ticketing systems such as ServiceNow is desirable Able to demonstrate experience delivering exceptional customer service Experience adhering and working towards agreed SLAs and KPIs Understanding of IT workflows and ITIL practices Working knowledge of Microsoft 365 General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems Ability to work on your own initiative as well as part of a wider team