About the Role
This is a key position within our organisation, responsible for providing exceptional support to end-users of IT systems and services. As the first point of contact, you will play a critical role in resolving issues reported by users and ensuring that they have access to the resources they need.
Job Responsibilities:
* We are seeking an individual who can respond promptly and effectively to support requests, providing information and referring unresolved calls as necessary.
* The successful candidate will be responsible for ensuring that documentation is accurate and accessible to those requiring support.
* A strong understanding of general features and capabilities of relevant products and technologies is essential, as well as the ability to research and explain vendor products and organisational policies to stakeholders.
* This role requires excellent communication and interpersonal skills, with the ability to build and sustain effective working relationships with team members and stakeholders.
* The successful candidate will also possess problem-solving skills, using expertise in analysis, diagnosis and evaluation to identify alternative courses of action and design solutions to issues impacting on desired outcomes.
* Incident triage and response, as well as communication of service and degradation issues to customers, are also key aspects of this role.
Key Skills and Qualifications:
* Candidate should have Customer Service Support: Level 3 (SFIA)
* Incident Management: Level 4 (SFIA)
* Quality Assurance: Level 3 (SFIA)