IT 2nd Line Technical Support

at  Global 4 Communications Limited

The IT Senior Service is a highly customer facing role that delivers great customer service and technical support services to both our internal and external customers. Working as an integral part of the Service Delivery team you will provide high quality second and third line technical support to end users and IT teams enabling us to meet our contractual managed support services, installation, configuration and delivery objectives. This role also requires working closely with the IT Services Project Delivery technicians to assist with the deployment of IT Projects.
The ultimate aim of the role is to resolve system and user issues in the most appropriate manner whilst maintaining a friendly, approachable and professional appearance, thus ensuring the IT Service Delivery team have an excellent reputation. Nothing should be too much effort.
You will ensure that appropriate levels of documentation, incident work arounds and known errors are documented in the appropriate systems. Effective support process and procedure will be imperative in ensuring our Service Delivery Team is able to efficiently handle customer demand and contribute to our continual service improvement program.
Through the delivery of our services you will be required to work with our customers during support and project and initial design phases. From time to time you may be required to attend our customer sites to perform certain discovery activities as well as software and hardware upgrades, patching and other technical functions where appropriate.

KNOWLEDGE AND EXPERIENCE:

• Working with internal and external support teams delivering technical support of IT systems, and services.
• Good understanding of the delivery of structured IT Service management best practice such as ITIL.
• Ownership of service requests, problems and participation in change management processes.

ROLE DESCRIPTION:

• Work with the other member of the Technical Team and together act as a single point of contact for IT issues, changes and queries.
• Receiving, logging and managing calls from customers via telephone, online portal and email or instant messaging.
• 2nd and 3rd line end user support - troubleshooting of IT related problems, including escalations from the 1st line support analysts, from customers, from the Client Experience Team and from third parties. This may require remote or onsite support to any of or clients.
• Troubleshoot networking and infrastructure issues and escalating when appropriate.
• If appropriate escalate unresolved calls to other members of the Service Delivery Team or third parties.
• Log all calls in the Service Desk Call Logging system.
• Monitoring of customers systems using remote monitoring and management tools.
• Performing daily checks of systems and services and reporting on the condition of these.
• Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.
• To maintain a high degree of customer service for all support queries.
• Publishing support documentation to assist other members of the Technical & Client Experience teams or customers with requests for information & provide training if required.
• To liaise and work with external technical support teams where appropriate.
• Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.
• Raise deficiencies in process and procedure with the Client Experience Manager as soon practicably possible.
• Make recommendations to allow futureproofing of IT Support services for the customer, whether process driven or technical changes.
• Manage changes in line with the published Change Management processes.
• Be involved in New Client onboarding - to understand & document client environments so that the IT teams are able to confidently support the customer.
• To assist with Service Transition.
• Implementation of new technologies as defined by the IT Services Project Delivery Technicians.
• Any other reasonable management requests in line with the needs of the business.

REQUIREMENTS FOR THE ROLE:

• Professional, presentable, approachable and courteous.
• Excellent telephone manner.
• Attention to detail and ability to listen and learn.
• Tenacious and willing to go the extra mile.
• Ability to develop technical and service delivery skills in line with the services offered by the business.