1st/2nd Line Support - Epsom, United Kingdom - Carbon and Finch

Carbon and Finch

Verified Company

Epsom, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

1st/2ndLine Support Consultant

Role Responsibilities:

Accountable for managing the 1stand 2ndline support queue professionally and efficiently, prioritizing and resolving calls in line with SLAs whilst maintaining a high degree of customer service.
Ensuring accurate records are kept on actions taken within the ticket management system.
Prior experience in a customerfacing role or an enthusiasm to work within a customer/userfacing environment is ideal.
Strong organisational skills and an ability to juggle multiple responsibilities at once.
Actively managing customer expectations during the resolution of an incident, ensuring that user experience is optimized.
Accountable for creating and storing detailed knowledge articles.
Participating in deployment and implementation of IT projects
Identifying opportunities for continual service improvement or change within the Service Desk, producing business cases to support them if/as necessary.
Responsible for undertaking daily service checks.
Experience with Microsoft Dynamics 365, Dynamics AX2012 & SQL
Knowledge within DevOps, Azure & PowerBi would be advantageous.