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Your Role and Responsibilities
• Handle incoming technical support incidents requests and changes.
• Management of personal call queue ensuring calls are closed in a timely fashion.
• Provide updates and ensure ongoing customer communication is maintained.
• Resolution of calls including password resets and ordering hardware parts.
• Escalation of calls to 2nd & 3rd Line Team as necessary.
• Provide excellent customer service.
• Work with other internal teams (3rd Line Technical Delivery Teams Development Projects etc.)
• Assisting with service management reporting on previous month’s quality of service.
• Helping drive continuous improvement in processes and helping ensure SLAs are met in key metrics.
Required Technical and Professional Expertise
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