Technical Support Specialist

4 days ago


Hayes, Greater London, United Kingdom CHAMP Cargosystems Full time
About the Job

CHAMP Cargosystems is seeking a skilled Technical Support Analyst to join its team. The ideal candidate will have expertise in ITIL Service Management and excellent customer service skills.

The successful candidate will be responsible for providing first-level support to customers, managing incoming calls and emails, and escalating issues to the appropriate internal teams. They will also be responsible for tracking calls and their status, providing timely updates to customers, and managing major incidents.

The candidate will work closely with the Technical Support Team Lead to ensure that all incidents, changes, problems, and releases are managed effectively. They will also be responsible for analyzing and resolving complex issues, providing in-depth analysis, testing, and resolution where applicable.

The ideal candidate will have a strong understanding of ITIL service desk and tool software, such as ServiceNow and JIRA. Knowledge of the air cargo industry is an asset. The candidate must be fluent in English, both verbally and in writing, and have strong communication skills.

Requirements

  • 2+ years of ITIL Service Desk and/or technical operations support experience
  • Typically requires a college or university degree or the equivalent work experience

As an equal opportunity employer, CHAMP Cargosystems prohibits discrimination and harassment of any kind. The selected candidate may be subject to the provision of an up-to-date criminal record certificate.



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