S1 Engineer / 1st Line Network Support23 Feb 17 06:02 pm - Jobs - Brighton £18.00 p.a
KEY PURPOSE OF THE ROLE:
Handling incoming telephone and email service requests & incidents, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs
To work as part of a team to provide the following service functions:
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Ensure that reported faults and service requests are responded to in line with SLAs.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Provide an effective, professional response and solution(s) to reported problems.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To aid in the successful delivery of all Support Centre objectives where possible.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To maintain relationships with interfacing business functions and IT departments.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To restore normal service to the user as quickly as possible.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To offer general guidance and advice to users.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To achieve maximum personal KPIÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ¢s and Call Quality objectives.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To assist the team in achieving set targets such as First Contact Fix and Average Call Duration.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ To be an advocate of World Class customer service.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Knowledge/experience of ACD/CTI telephone system.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Remedy knowledge/experience.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Active Directory account administration.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Exchange account administration.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Windows Server folder administration.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ General Microsoft Windows application support and installation.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Experience of remote diagnosis and fixes via RDP, VNC, Bomgar or other remote control systems.
SKILLS & QUALIFICATION
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Business awareness; display a working understanding of the business environment, appreciation of the business applications.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Articulate and methodical, analytical, numerate and literate.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Work well under pressure, good time manager, good team worker, ability to multi-task.
ÃÂ¢Ã¢ÂÂ¬ÃÂ¢ Punctual, tenacious, persevering, use initiative.
KEY SKILLS – ESSENTIAL
Candidates must be able to provide evidence of the key skills below on their CV.
Stakeholder Management ÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ the ability to own and manage both internal and external stakeholders
Customer facing in a CMCC environment ÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ good interpersonal skills, display active listening skills, polite telephone manner with the ability to work towards 85% First Contact Resolve on tickets logged to the desk (we aim to restore normal service to the user ASAP).
Microsoft and Cisco skills ÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ the ability to understand and respond with solution/s to reported problems
Articulate and methodical, analytical, numerate and literate with the ability to achieve maximum personal KPIÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ¢S and Call quality objectives
Business awareness ÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ ability to display a working understanding of the business environment, appreciation of the business applications taking ownership to strive to improve existing skills and ensure up to date with customer portfolio as technology changes
This position will be based in Barlborough. Working hours will be 42.5 per week, based on a 3 week rotating shift, 8:00am ÃÂ¢Ã¢ÂÂ¬Ã¢ÂÂ 4:30pm, 8.30am-5.00pm and 09.30am-6.00pm.
Ad ID: 6559083