• Logging all customer incidents and/or service requests
• Logging all fault information from the customer onto the incident management system
• Questioning and diagnosing each incident, ensuring all details are accurate and meaningful with the correct level of information recorded
• Applying first time fixes wherever possible before passing incidents to the correct resolving group, following the required knowledge and process
• Understanding the impact of the incident or service request in line with the customer’s business and systems
• Monitoring all incidents and following-up with resolving groups ensuring SLA’s are adhered to
• Updating customers on the status of their incident
• Resolving and closing cases ensuring ownership through to a satisfactory conclusion
• Performing call-backs to customers to confirm call closure
  • Ensuring agreed escalation procedures are adhered to and management are informed of high priority or potentially high-risk customer problems
  • Logging call with 3^rd parties and liaise with them to ensure resolution

Although this is a general summary of the principle responsibilities of the role and the level of knowledge and skill typically required, you may get involved in other additional activities that the business may require.

CORE SKILLS/COMPETENCIES 

Mandatory Technical Skills / Abilities required to do the Job

• Excellent oral and written communication skills with the ability to communicate effectively at all levels
• Excellent social skills with the ability to establish and maintain good/productive relationships with colleagues and customers
• Ability to manage own workload, with good planning and organization skills. Understands the difference between ‘urgent’ and ‘important’ and prioritizes accordingly. Uses own initiative
• Logical problem-solving skills
• Able to determine when it is appropriate to invoke escalation processes
• Methodical and analytical approach to incident and problem solving
• A good level of general education, including a minimum Level 3 (or equivalent) qualification in an IT-relevant discipline

WORKING HOURS

• Working Pattern – 24/7, 365 shift based working hours including weekend and bank holiday working for which additional payments are made
• Flexibility regarding working hours should customer requirements change

MINIMUM REQUIREMENTS

• Experience working in an IT-related environment, preferably on a Technical Service Desk
• ITIL v.3 Foundation certificate, or experience of ITIL methodology