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Call Centre Support

Eingestellt von First Point Group

Gesuchte Skills: Support

Projektbeschreibung

Call Centre Support staff are required on a long term contract to monitor all incoming service requests and action within specified, strictly monitored SLAs and to record and manage all reported faults, performing initial diagnosis and assignment to appropriate resolving team.

THE ROLE IS A SHIFT BASED ROLE WHERE SOME TEAM MEMBERS WILL BE PREDOMINANTLY ON ROTATING 12 HOURS SHIFTS OPERATING 24 X 7 AND OTHERS PREDOMINANTLY ON 7.5 HOUR DAY SHIFTS - MON - FRI.

KEY RESPONSIBILITIES:

- Log all reported service requests and IT incidents received by phone and email and perform initial diagnostics and quality checks. Ensure all requests are impact assessed, correctly prioritised and contain sufficient information for the relevant resolving team.
- Ensure prompt and professional response to all types of request received.
- Create and remove user accounts on multiple end-systems + reset passwords within very strict and challenging SLAs and according to documented WLAs
- Provide end-to-end management of Faults and Service Requests. Act as an escalation point for customers and users.
- Support Incident Manager and Delivery Managers as required.
- To own customer issues through to resolution and escalate to the next level of support or management when required.
- Update customers with progress and timescales according to current business/process rules.
- Create good business relationships with staff users and customers

ADDITIONAL SKILLS:

- At least 2 years technical administration/support desk/call centre experience

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

First Point Group