Responsibilities
To manage the Process of Support Tickets from receipt to closure. To progress tickets to closure ensuring no breach according to Customers SLA. The prime point of contact for the Customer concerning their Support Tickets As First line support engineer your main tasks will be: · Managing the Helpdesk Mailbox · Answering any calls to the Helpdesk line phone · Creating or Updating existing tickets · Prioritisation and allocation of Support Tickets to 2nd Line, escalation to Senior Engineer or 3rd Line Support as appropriate following procedure · Managing the Sectra monitoring System.
Future Prospects
Full employment
Skills Required
- Excellent customer facing and customer service skills.
- Excellent written and verbal communication skills.
- Pleasant and helpful telephone manner.
- Able to get on with his colleagues and work as a team.
Qualities Required
- Communication (oral/written) in applicable language (English)
- The ability to learn on the job and drive to improve skills
- Capability to take Initiative & make decisions
- Analytical and Problem Solving skills
- Handling Customer complaints
- Interpersonal skills
- Customer obsession
Qualifications Required
You will have a minimum of a 4 or C in Mathematics at GCSE level. You will have a minimum of a 4 or C in Computer Science or other IT subject at GCSE level or have a demonstrable keen interest with self-learning evident.
Training Provided
Information communication support level 3
