As a member of Service Operations, you will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.
This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing a high level of customer satisfaction.
Receive and respond to incoming customer calls, applying First Time Fixes wherever possible
To be the first point of technical escalation within the EUC team and to liaise with the Infrastructure team in regard to escalating cases that may require infrastructure technical input or ownership.
Escalation Management – Receive escalations from the wider team where an incident or request is unable to be completed, working with team members to identify the resolution and guiding them through the steps taken to resolve to ensure knowledge is shared and the technical ability of the team is increased.
Training & Development – Working with the EUC manager ensuring completion of EUC Team training across all services
Holiday/Sickness cover - To provide holiday and sickness cover for EUC Manager and the wider EUC Team as applicable.
Skills and Experience
At least 1 years’ experience in a senior Service Desk
Technical knowledge of and previous experience of supporting technologies including: •Windows 10 •Mobile Devices - iOS •Office 365 •Email & Web filtering technologies •Meraki
Previous use of a Ticket Management system e.g. ServiceDesk Plus / ServiceNow
2+ years’ experience in Service Desk support of corporate clients
Good understanding of Incident/Request management and ticket handling
Experience of working to SLA’s and KPI measures
Experience of using/contributing to a Knowledge base
ITIL Foundation Certificate Accreditation
For more information about this position, please email firstname.lastname@example.org and include a copy of your CV