​​​​Call reception and ticket logging

• Answers Calls and Chats professionally with a focus on accurate data capture and excellent customer service.
• Ensures that the information gathered is accurate and clearly documented.
• Assesses the Impact and Urgency of a ticket with the customer to ensure the correct priority is set for every ticket logged.
• Uses all available knowledge support and tool support to allocate tickets correctly first time, every time to drive efficient and rapid ticket resolution targets.
• Contacts other resolving teams to make sure that tickets are actioned promptly.
• Builds great relationships with other resolving teams to help ensure all tickets can be
• resolved speedily, and additional data capture is actioned promptly to support resolution.

SLA Management

• Identifies tickets that meet the Critical Incident threshold and follows the correct escalation
• procedures to ensure the ticket gets into the Major Incident process promptly.
• Works collaboratively and effectively to help ensure that all tickets are managed in line with the set SLA.

Jeopardy Management

• Ticket is managed in line with the jeopardy management process.

Escalation Management

• Ticket is escalated appropriately in line with the escalation process.
• Provide 1st line escalation to customers and service managers.
• Provide 1st line escalation into resolver groups.
• Responsible for advising Service Desk Supervisor or Manager of any missing information in the knowledge database.

Communication

• Owns the Customer Communication relationship throughout the full lifecycle of the ticket.
• Regularly updates the Customer with clear and meaningful updates.
• Ensures that the updates documented on the ticket are of the highest standards, and all
• updates are meaningful and clear.
• Follows all documented Knowledge and Process to ensure that relevant key internal contacts are advised whenever appropriate or required.

Incident Management

• Resolves all tickets within scope.
• Owns the flow of communication throughout the full lifecycle of the ticket, providing timely, clear, and appropriate updates to the customer, and providing a conduit between the customer and other resolving teams that may be supporting the resolution of the ticket.
• Ensures that the communications to all stakeholders are accurate, relevant, and timely.
• Takes ownership of the actions and learning points from Incident reviews and ensures these are followed through to completion, in line with the Incident Management and Problem

Management process.

• Ensures that the escalation process is invoked wherever appropriate.
• Maintains and identifies trends to manage and maintain Knowledge articles and update
• Knowledge wherever appropriate.

Service Requests

• Ensure Request tickets are fulfilled that are within scope.
• Owns the flow of communication to the customer and provides the conduit between the
• customer and the resolver group working on the service request.
• Ensures that the communications to all stakeholders are accurate, relevant, and timely.

Knowledge skills and experience required

• Experience in working in an IT service desk environment and a keenness to learn and develop.
• Recognition of the issues involved in working in the service industry, with particular emphasis on maintaining customer focus during the resolution of incidents and fulfilment of requests.
• Ability to form close working relationships with customer community, external and internal resolver groups.
• Excellent client facing communication skills.
• A self-motivated team player with excellent interpersonal skills.
• An outgoing individual willing to participate as part of a small and flexible team.
• Fluent written and spoken English.
• A+ and N+ desirable
• Technical IT support desirable