Daryl Kay Sanderson
Updated: Wed, Sep 20, 2017 2:49 PM
To manage all incidents and customer requests from receipt to resolution and closure ensuring service level agreement targets are met, in line with customer contractual SLA’s and company ITIL incident management.
To complete the initial diagnosis of all incidents and either resolve to the customers satisfaction using documented processes and procedures or escalate to 2nd line application support using agreed processes.
helping customers solve technical issues at first line level.
Answering questions from customers and prospective customers about the features and capabilities of the companies offerings.
Developing customer facing documentation for the website on an as-needed basis.
Communicating customer needs and wishes to engineering and relationship management staff.
To fulfil standard requests using documented processes and procedures or escalate to 2nd Line Application support using agreed processes.
To install or reinstall software and to image or re-image computers and handheld devices locally or using remote deployment tools.
Reset passwords using agreed procedures to maintain system security.
Update records throughout all stages of all processes so customers and colleagues can view the latest information at any time.
To complete routine systems administration tasks.
Pro-actively keep customers informed throughout all stages of all processes by phone, email and instant messenger.
Encourage and support customers to use self-service systems to log, update, chase, receive updates and cancel calls.
To participate in team meetings.
To undertake other duties commensurate to the grade of the post.
Be part of the support coverage rota needed for contractual support of customers.
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