In this role, you will be the first point of contact for clients and vendors. This role is responsible for monitoring alerts, taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
Key Responsibilities:
- Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
- Uses Managed Services product and process knowledge along with discretion to respond to tickets.
- Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
- Flags the need for such content, when relevant articles are not available
- Provides timely updates to clients, when requested, on any pending requests or tickets.
- Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
- Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
- Uses sound judgment to escalate an issue to a higher level.
- Ensures that a professional level of service quality is maintained and that clients are satisfied.
Requirements
Knowledge and Attributes:
- Ambitious self-starter who is passionate about IT.
- Solid expertise at using sound judgment to escalate an issue to a higher level.
- Methodical in approach to ticket resolution.
- Demonstrates an ability to interact with a variety of stakeholders.
- Demonstrates required integrity to ensure excellent client service and retention.
- Team player with excellent attention to detail and client focused.
- Effective verbal and written communication skills.
- Ability to work in 24X7 shift structure, based on a defined roster.
- Familiar with ITIL concepts.
- Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
Academic Qualifications and Certifications:
- Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
- ITIL v4 foundation certification is a must.
- CompTIA A+ certification will be an added advantage.