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Escalation Infrastructure Support Analyst 24/7

Employment Type
Full time
Salary
Competitive
Location
Solihull

Key Responsibilities

Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
Work with your colleagues on the Client Services teams to effectively monitor customer systems and network performance, to process events and manage Incidents and Service Requests.
Receive escalations from the Infrastructure Leads within the Client Services teams and act as overflow for these teams.
Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
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 Service Desk services to the customer beyond that provided from our office locations as required.
Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.
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.
Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs.

For more information about this position, please email yourcareer@acora.com and include a copy of your CV

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