Job Requirements and Responsibilities: Acting as a point of contact for technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team Managing incidents, requests and problems Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets Providing 1st and 2nd line remote support Recording and maintaining the knowledge and known error database Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager Following agreed processes and contributing to their continual improvement Essential Skills: Technical knowledge of and previous experience of supporting: Windows Operating Systems Office 365/Office Applications Microsoft Exchange Mobile Device Management VMware Knowledge of Networking (firewalls, routers and switches)
Manage external vendor’s relationships and services.
Complete all assigned tasks within given time frame, task includes on-site and off-site mechanical and electrical & Software/Hardware work. Especially, during critical time, e.g. deployment period, able to work and response even after Service Operation hours and/or weekend and public holiday whenever required.
Must be fast responding to support and attending to the case after call, email or instruction received.
...