Duties Include:
* Provide premium quality phone, email and remote support for customer servers to diagnose and resolve technical issues
* Logging calls (tickets) and keeping records of customer queries.
* Analysing call logs so you can spot common trends and underlying problems.
* Remote monitoring of customer systems
* Ensure timely issue diagnosis and feedback for all client queries, using the IT Help Desk system where appropriate
* Ensure all issues are resolved effectively by the team and maintain positive relationships between the wider IT Team and the supported clients
* To monitor and manage customer SLA's and in conjunction with our Help-desk schedule and field engineering resources
* Investigate issues, advising on remedial action and coordinate our third party suppliers
* Updating help desk documentation so that support information is available and current for each customer.
Skills:
* Good Communicator
* Excellent English
* Professional Telephone Manner
* Excellent Customer Service Ethos
* Ability to work in fast moving, dynamic environment
* Flexibility
* Desire to learn about new technologies