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Support Engineer/ Call Handler

Company: Riverbank IT Management

Contract: Permanent role - part time (9am-2pm), approximately 25 hours per week

Salary: £18-20K (pro-rata)

Riverbank IT Management is actively looking for a Support Engineer/Call Handler to join our team based in Milton Park.

This individual will be responsible for effectively and efficiently handling service requests. This relates to all technology, to include: Workstations, Servers, Cloud Services, Printers, Networks, and vendor specific hardware and software.

Prime responsibilities
The prime responsibilities of this role will be to:

  • Resolve all client technical issues & requests promptly and effectively ensuring a high first time fix rate
  • To ensure configurations, contact information and assets are kept up to date in real time
  • Prioritise and manage multiple tickets at any one time based on priority/SLA
  • Communicate with clients on a regular basis during the life-cycle of the ticket/task: keeping them informed of incident progress, notifying them of impending changes or agreed outages, and confirming when an incident is resolved
  • Ensure excellent customer service, perception and satisfaction
  • Effective management of time in collaboration with the Team Leader
  • Ensure that any technical issues on any service ticket are escalated promptly & efficiently when required either through the Team Leader or the vendor
  • Ensure that the Team Leader is aware of any issues which could prevent a service ticket/task being delivered as promised
  • Ensure that any genuine opportunities for additional products or services are highlighted to Riverbank Management
  • Identify recurring incidents and highlight these to the Team Leader
  • Constantly seek ways to improve service delivery standards
  • Ensure a good working relationship and rapport with other staff members
  • Accurately log all service tickets and time spent
  • Be contactable at all times during working hours.

 

Riverbank-IT-Job-Description-Support-Engineer_Call-Handler.docx

 

Contact details

Jack Kemp (Team Leader)

Email - careers@riverbank.co.uk

Phone - 01235 426700

To apply for this vacancy please get in touch with the recruiter using the details shown above.

Submit Vacancy

Submission Terms and Conditions

Terms and conditions for submitting a vacancy onto Milton Park’s website: www.miltonpark.co.uk

  • This job vacancy must be based only on Milton Park
  • The company must be a Milton Park occupier
  • This job vacancy will remain live for 3 months or until further notice from yourself
  • This upload will be reviewed by the Marketing Manager for MEPC before it is set live, once it is set live you will receive a confirmation email
  • Please endeavour to contact the Marketing Manager to ensure the vacancy is removed once the position has been filled