Overview:
You will be responsible for carrying out first line technical support activities to provide a proactive and reactive support service to achieve customer satisfaction as for the client and will work on a 24x7x365 rotating shift basis.
S1 - 8am - 5pm EST, Monday - Friday shift
Responsibilities:
- Utilise customer provided tools to handle inbound contact from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets
- Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely resolution
- Manage your pending tickets ensuring these have been updated/resolved as per agreed procedures
- Understand and respond to feedback from ticket quality reviews
- Monitor announcements to ensure you have the latest information regarding outages and procedure updates
- Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday
- Complete mandatory training as required
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Qualifications:
- Previous experience working in a 1st Line IT support environment
- Experience working with ticketing systems, in particular ServiceNow, and communications solutions such as Jabber and other Chat software
- Experience working in a Contact Centre
- Experience adhering and working towards agreed SLAs and KPIs
- Exposure using and troubleshooting Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills
