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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