Address
Form of work- Team and Performance management
- Provide resolutions and/or work around advice in response to customer queries as appropriate.
- Establish and implement best practices throughout the entire technical support process, owning incident, service request fulfilment and problem resolution as a priority.
- Act as an escalation point for service desk colleagues for cases, major incidents, and end users.
- Contribute directly, as well as securing and coordinating any additional resources required to deliver appropriate resolutions.
- Respond positively to all customer queries.
- Contribute to, and share in, the learning of the team.
- Part of a professional, customer facing team who works with users and administrators of Magnitude software products, technical experts.
- Provide first class customer service to external and internal users.
- Ability to motivate and mentor teammates.
- Ensure that service levels are met for each assigned incident.
- Determine the urgency of users’ issue and potential effects it may have.
- Ok to work in a 24/7 environment.
- Run improvement projects and ensure improvement in Team efficiency
- Support in controlling costs and HC optimising projects
- Coordinate and work with US Colleagues and ensure smooth communication between teams and POCs
