Description
Personal Competencies
- A demonstrated focus on customer service excellence
- Excellent communication skills
- Working knowledge of ITIL processes (Good Network troubleshooting skills)
- Ability to provide leadership in customer service and customer communication
- Confident and can do attitude
- Outstanding Time Management
- Excellent telephone manner
- Logical Thinker
- Good Network troubleshooting skills
- Experience with PSA & RMM tools
- Windows 10 management & troubleshooting
- Windows Server administration skills - Intermediate
- Cloud platform administration experience (GSuite & Office365)
Key Relationships/engagements
- Virtuelle business executives and staff at all levels
- Customers & Vendors
**Main Duties**:
Provide 1st and 2nd level technical support answering support queries via the telephone/service desk system, using remote desktop tools.
Act as a further escalation point for unresolved or escalated calls
Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
Report to senior managers on any issue that could significantly impact the business
Attend Change Advisory Board meetings
Take responsibility for incident management and request fulfilment on the Service Desk
Take ownership of user problems and be proactive when dealing with user issues in line Virtuelle SLA's
Ensure all calls/support requests are logged in the Service Desk logging system
Respond to enquiries from clients and help them resolve any hardware or software problems
Allocate more complex calls to the relevant IT Support member
Arrange for Vendor technical support where problems cannot be resolved in house
Communicate to customers using terms that are clearly understood and consistent with those used by Virtuelle Group
Assist the engineering team with project related activities when required
**Knowledge Management & Planning**:
Ensuring knowledge management systems and documentation are kept up to date
Contribute to Virtuelle's IT Operations Manual.
Provide and continuously update a list of frequently asked questions (FAQs) regarding the Services provided
Compile lists of FAQs where recommended solutions can be made available to Customers & Team members to increase the ability of personnel to resolve Incidents
Analyse Incident trends, and recommend and implement actions, with approval, to reduce Incidents
Increase the Availability of self-help capability, such as through providing on-line FAQs and help documentation for common issues across Service Desks.
Keep Users regularly updated with Alerts advising of any new or changed information
Provide updates back to the affected Authorised User regarding the reported Incident.
Subject to management review and approval, develop and update Incident and Problem escalation procedures, and distribute such procedures to designated Authorised Users.
Update the CMDB in cooperation with Service Asset and Configuration Management in Autotask/AEM
Update the Virtuelle knowledgebase
Description
Personal Competencies
- .
A demonstrated focus on customer service excellence
- .
Excellent communication skills
- .
Working knowledge of ITIL processes (Good Network troubleshooting skills)
- .
Ability to provide leadership i