To provide first and second level support (including application support) to office based and remote users using the incident management and request fulfilment processes in line with IT Support objectives, ensuring delivery of a high quality customer focussed service to meet business needs.
Client Details
A leading insurance company in the UK.
Description
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
* Advise customer on the problem-solving process and direct unresolved issues to the next level of support personnel
* Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team
* Identify and suggest improvements to processes / procedures
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/ appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures
Technical
* Serve as subject matter expert on key applications in use across the Group
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
* Assist in the maintenance of standards for hardware, software and security in the desktop environment
* Review Monitoring and Management of the desktop and applications.
Profile
Service Management
* Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
* Respond effectively to queries from the business, taking ownership to ensure they are handled in an efficient, timely manner and good service is provided
* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
* Identify and suggest improvements to processes / procedures
* Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
* Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/ appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
* Manage own performance against agreed metrics & measures
Technical
* Serve as subject matter expert on key applications in use across the organisation
* Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
* Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
* Assist in the maintenance of standards for hardware, software and security in the desktop environment
* Review Monitoring and Management of the desktop and applications.
Job Offer
*Hybrid working
*Competitive Salary
*Fantastic Benefits