Save Job Back to Search Job Description Summary Similar JobsHybridOne of UK's largest tech companiesAbout Our ClientOne of the UK's largest providers of business software and services serving global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million FE learners across the UK, handle over 10 million wills, and so much more.Job DescriptionTo Conduct and respond to customer requests against a customer defined SLAEnsuring that all incidents are cleared down in real-time and updating the Incident Management System.Maintaining a high level of service at all times with response time and escalation parametersTo take, log and manage incidents or as assigned to you on the Incident Management System through to resolution through the use of correct systems and management escalation paths where applicableWork in a shift pattern between the hours of 08:00 and 18:30 on site (7.5hr day)Ensure that the Incident Management System is updated with all activities undertaken by you with corrective actions taken, or scheduled with the client.Distribute other work out to colleagues in the team where necessary.Will be first point of contact for escalations by users and be the first line resolver of any issuesWill be required in some cases to work outside core hours on supporting events / fault resolution / System upgradesTo assume the role of Company ambassador providing the highest levels of customer serviceIdentify potential business opportunities for the CompanyAccurately implement and work in line with Company policies and proceduresProject a professional image at all timesMaintain professional standards of quality of work, personal presentation and personal conduct in relation to yourself and your teamMaintain an accurate diary, utilising communications equipment and remain as accessible as possible throughout the working dayTo attend internal and external training courses relevant to Company products, as required.Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse youEnsure that all Company matters are kept confidential by you at all timesEnsure all administrative returns are made on a strict and regular basisTake good care of all Company supplied tools and equipmentCarry out duties in accordance with the Company's Equal Opportunities and Health & Safety PoliciesCarry out additional responsibilities as requested by the Management TeamThe Successful ApplicantAbility to assess, interpret and apply known skills to a range of site based problems that may ariseA good understanding of operating systems and networking.A good understanding of Microsoft products including Office and Windows 10/11Utilisation of your knowledge and expertise in attending customer sites to provide an effective, highly professional solution to reported problems, including the proficient diagnosis and repair of equipmentProvision of effective, highly professional installation services, including site surveys, audits, de-installations, moves and preventative maintenance work, within the required timescales.Provision of technical assistance when required to other colleaguesProvision of technical vetting as and when requiredWhat's on OfferPotential for the role to go permanent towards the end of the contract.ContactJames Elliott HarrisQuote job refJN-112024-6585073Phone number+441212309393Job summaryJob functionTechnologySubsectorIT SupportSectorTechnology & TelecomsLocationLondonContract typeTemporaryConsultant nameJames Elliott HarrisConsultant phone+441212309393Job referenceJN-112024-6585073
