IT Support Engineer - 2nd Line AnalystManaged247 • London, England, United Kingdom
IT Support Engineer - 2nd Line Analyst
Managed247
- London, England, United Kingdom
- London, England, United Kingdom
À propos
The role is 40 hours a week, Monday to Friday based in an office. There may be travel to the following postcodes EC2N, W1T and W12
*Main Purpose of role*
Provide On-site assistance for Infrastructure and Networks
Provide First Time Fixes for incidents wherever possible.
Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA.
Keeping Customers informed at all times on status and progress.
Adhering to Incident, Change, and Problem management procedures.
Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction.
Ensure all open tickets assigned to yourself are worked on within the time frame provided and updated to reflect the correct status.
Deliver and maintain vendor management on behalf of the customer.
Business process awareness
Drive the customer experience by executing the defined service desk process.
Highlight trends to the Service Desk Team Leader for review
*Qualifications and Skills*
Strong Customer Service background
Educated to GCSE level in Maths and English or equivalent.
Excellent oral and written communication skills with the ability to communicate effectively at all levels
Clear and Polite telephone manner
Rapid and accurate data entry skills
Excellent social skills with the ability to establish and maintain good/ productive relationships with colleagues and customers.
Ability to display a logical and methodical approach to problem-solving
A passion for providing exceptional customer service even during a period of stress and pressure.
Experience of working in a team
Passionate, professional, with a ‘can-do’ attitude at all times
Job Type: Full-time
Pay: £30,000.00-£38,000.00 per year
Work Location: In person
Compétences linguistiques
- English
Avis aux utilisateurs
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