Closing Date: Not Specified
To ensure all incoming incidents are responded to promptly. Maintaining a confident and professional approach to all communications
To efficiently identify the caller and accurately assess their needs or requirements and nature of incident, following specific procedures based upon that assessment.
To accurately identify and agree with the customer the severity of the incident allowing effective workload prioritisation to take place. Setting correct customer expectation.
To ensure sufficient information is gathered and recorded as a new log on the Support System. The information should be an accurate and complete statement of the customer’s incident together with any actions taken or advice given.
Where no immediate solution can be found, correct and prompt escalation based on current procedures. Communicate escalation to customer.To undertake such training as deemed appropriate to the post held.To maintain an up-to-date knowledge of supported applications and developments.
Working individually and as part of a team towards the aims and objectives of the company as a whole.
To fulfil Departmental requirements in terms of administrative tasks, and to conform to Departmental policies and procedures.
Maintain ongoing working co-operation with managers and staff within the department and the wider workplace.
The above duties and responsibilities should be regarded as neither exclusive nor exhaustive, as the post holder may be required to undertake other reasonably determined duties commensurate with the post, without changing the general character of the post.
Knowledge and Experience:
Looking to gain work experience in the relevant field of their qualification
Flexible to changes in tasks and the support environment
Good Problem-solving skills
Eager to learn and apply new skills and concepts
In the process of or have completed an IT degree or diploma
Any understanding of software and/or software support environments would be an advantage.
Basic grasp of business processes and operations
Be able to investigate unfamiliar problems and generate an effective solutions in a systematic and logical mannerHave excellent customer care and strong interpersonal skillsProject a professional imageBe adaptable and work as an effective member of a team
Be organised and manage own workload efficiently