Job Description

Principal Responsibilities/Duties

• Allocate support tickets (around 150 per day) to the appropriate Technical Support Advisors
• Review the information in the ticket and ensure the correct company details and priority rating for the urgency and impact of the ticket has been set
• Where required, request additional information on the ticket from the customer to help aid the Support Team's resolution
• Where required, re-allocate tickets based on workflow, absence/annual leave, and service levels in line with aging profile
• Review incoming proactive alerts and assign to the appropriate Support area
• Assist the Workflow and Escalation Lead in identifying common themes and trend analysis with regards to ticket typology, status, and age
• Identify when there is an influx of incidents affecting multiple customers has occurred and notify the Workflow & Escalation Lead to invoke Problem Management
• Tickets must be validated within 30 minutes of receipt
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed
• Understand and work within the ITIL Service framework
• Attend training courses as identified and agreed for appropriate professional development
• Undertake other duties not specifically stated which from time to time are necessary, without altering the nature or level of BAU responsibilities

Required Knowledge, Skills, and Abilities

*Have worked in an IT / Telco support managed services environment* Previous knowledge of core ticketing system features*Excellent communication and organisation skills* Excellent attention to detail and accuracy Passion for customer service