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Job description

Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Escalates issues to senior team members.
To deliver high quality support, owning support requests and managing them to a successful outcome for the customer
Managing support requests in line with current process and targets, ensuring KPI’s are met and customer satisfaction is maintained

Key Responsibilities:

• Following agreed procedures, provides advice to users on systems, products and services which are available to them.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to service requests for support by providing information to fulfill requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility.
• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• Provides information on updates, known errors, changes in availability, new facilities etc.
• Prioritises and diagnoses incidents according to agreed procedures.
• Investigates causes of routine incidents and applies known resolutions helping users to recover or continue operation.
• Escalates complex problem situations to senior team members to determine underlying causes
• Ensures that requests are handled according to agreed procedures. For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information.
• Follows processes to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents

• Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.
• Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences.
• Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.
• Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.
• Maintaining focus on agreed objectives and deliverables.
• Understanding the hierarchy and culture of own, customer and supplier organisations and being able to identify the decision makers and influencers.
• Communicating effectively in reports and via emails.
• Establishing relationships and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different societies and cultures

• Techniques for identifying, gathering and validating customers needs in the delivery of IT services.

• Service Management Tools Including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends.
• The application of automated systems to the support of specific business functions or processes.
• Specific standards, practices, appraisal and certification programs associated with the IT practitioner's current role.
• The activities, structure, and position in the organisation of the functions or departments for which services are provided. Examples: sales, engineering, marketing, production, accounting and administration.
• The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA and an underpinning contract for the supply of services.
• Knowledge of the IT/IS infrastructure (hardware, databases, public/private cloud, operating systems, intelligent SAN, *aaS, middleware/SOA, local area networks, Lan, WLan, Wi-Fi etc) and the IT applications and service processes used within own organisation

• Competitive Salary
• RI Rewards
• Benefits