Receive and respond to incoming customer calls, applying first time fixes wherever possible.
Monitor and progress incoming emails and progress to the relevant Service Area.
Assess, troubleshoot and resolve all end user computing issues using known troubleshooting methodologies.
Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed.
Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
Work from or travel to customer sites to provide extended end user computing services to the customer beyond that provided from our offices as required.
Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.
Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
For more information about this position, please email email@example.com and include a copy of your CV