Job Description

Shift Pattern - 2 Early shifts (7 am -7 pm) , 2 Late shifts (12 pm - 12 am) followed by 4 Days off

Overall purpose of the job:

• Provide the primary point of contact for Exponential-e Customers to record all issues and requests.
• Provide controlled triage to manage all contacts to the Service Desk to maximise the information capture at first contact.
• Provide 1st Line support to Exponential-e Customers to resolve any issues at first contact where appropriate.
• Work in a shift rotation to provide on-site 1st Line Service Desk support to Exponential-e Customers.
• Primarily responsible for monitoring, managing and owning support tickets and driving customer issues through to resolution.
• Engage with the Exponential-e Resolver Groups assigned to support tickets to ensure they are progressed and updated inline with the SLAs and KPIs.

Key responsibilities for this job:

• Respond to manage the support contacts and tickets as defined within Service Level Agreements.
• Work as a team to deliver timely resolution to customer requests from telephone, portal and email.
• Escalate issues and appropriate Resolvers Groups wherever required in order to resolve an issue as quickly as possible.
• Maintain an understanding of the internal escalation process.
• Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical customer at all levels in the organisations.
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• Performs general preventative maintenance tasks on computers, laptops and Network platforms.
• Access Management and Maintenance through Active Directory and Office365 (Account Provision, Account Revocation, Password resets).

Knowledge and experience required:

• Experience in managing/troubleshooting Windows Desktop Operating Systems and Network solutions at 1st Line level.
• Applicants will ideally be CompTIA A+ or studying towards Fundamentals level in Microsoft 365/Azure or Network.
• Experience in using ITIL based ticketing system (ITIL foundation preferred).