The Incident Technician will be responsible for providing white glove support to customers who are receiving new corporate phones. The technician will be responsible for assisting with ensuring a seamless transition between their current and new mobile phone. The role will require the candidate to work closely with the management and coordination of the replacement of mobile phones across several business units within the client. The candidate will be required to liaise with senior stakeholders within the Business and across various teams to ensure a seamless replacement process for the customers.

Key Skills\Experience

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications

• Software installation
• Troubleshoot, repair, and maintain software applications
• Escalation from Helpdesk for mobile phone support
• Ensure that client policies and procedures are followed by, communicated, and adhered to
• Create and maintain support documentation.
• Interacting with other support groups (local and global) within the firm across multiple platforms
• Record and manage all incidents and requests in ticket-tracking system.
• Proactively inform management of trends, significant problems and expected delays.
• On-call – Participate in rotating schedule providing afterhours and weekend support.
• Take initiative to stay current on technology and participate in training programs.
• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.

Key Skills\Experience

• Excellent communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight timescales.
• Experience using help desk call management system.
• Technical grasp of a wide range of applications both in house and 3rd party applications.