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IT Customer Service Representative
3 months ago
We are looking for a customer service focused individual who wants to kick start their Career
Our client offers a wide range to climb up the ladder and develop yourself within the company.
KEY RESPONSIBILITIES
- Operate on a 1st line technical level with internal and external teams to ensure working practices are executed effectively and service levels achieved
- Ensure updates are recorded on the IT Service Management platform and end users are communicated to within relevant timescales. Own tickets through to conclusion
- Telephone, email and self-service management of logged tickets.
- Will manage 1st line ticket stacks for Incident and Service Request, including investigation, diagnosis and resolution within SLA/ OLA
- Prioritise tickets logged according to impact and urgency
- Escalate Major Incident ticket via the correct channels
- Working with SIG Suppliers where required to manage, update, and resolve users’ tickets
- User admin including the creation of, amendment to or removal of access and permissions
- Drive and improve customer experience and display an impeccable phone manner
- Prioritise appropriately tickets within the queue and manage escalations following set processes
- Refer to and utilise User knowledge base to increase understanding and uptake of Self-Service options for UK employees
- Ensure tickets relating to open Problem records are correctly linked and workarounds applied where appropriate to skills levels
- Consult with end users to confirm ticket resolution
- Meet service targets for phone calls and call handling
Focus Areas:
- Management of 1st line Incident and Request tickets
- Operating with Service levels to achieve positive outcomes for all ticket management
- Commit to minimum data set requirements for ticket logging and management
- Ensure tickets are prioritised according to Priority matrix and reviewed where required
- Proactively highlighting Service Improvement opportunities for first time fix
- Focus on the strategic pillars of Stability, Value, Agility and Assurance
- Exceptional Customer Service and phone manner
Technical skills:
- Experience of working in a Service Desk type environment
- User administration
- Applications deployment and install
- Windows 10 knowledge
- Configuration and set up of user mobile devices
- Exchange mailbox administration
- Office 365 administration
- InTune administration and management
- General troubleshooting for IT Services
Working skills:
- 2nd line technical knowledge in relation to IT deliverables to the business
- Ability to work with many business platforms and applications
- Ability to effectively work with End user and Branch specific hardware
- Easily able to translate technical language into understandable layman’s terms
- Co-ordinate with branch employees ensuring that needs are understood, and a flexible approach is adopted to meet their needs.
- Excellent troubleshooting and problem-solving skills
