Address Responsibilities . To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs.
. Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
. Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
. To participate in an on call rota, providing a 24 hours, first line support service to users.
. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
. Update incidents with detailed and relevant information in a timely and effective manner
. Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
. Escalate an incident or troubleshoot tickets according to the company escalation processes
. Ensure Customer Service Level Agreements are met or exceeded
. Respond to customer enquiries in a timely and efficient manner
. Ensure appropriate documentation of the interaction on the customer's account in the prescribed format
. Execute transactions as per prescribed guidelines and timelines
. Ensure customer/user confidentiality and data protection at all times
Preferred Skills: Customer Service- Technical/Regular - Service Desk/ Voice/Chats/email Chats
