Senior Technical Process Executive

Job Description

Position Summary

Provide 1st level technical support service restoration fulfillment of service request and advice to users ensuring the maximum availability performance and utilization of knowledge and information systems

Follow a systematic disciplined and analytical approach to problem solving to meet set standards and agreed procedures

Executes transactions as per prescribed timelines

Required skill set

Analytical and Problem solving skills

Active listening and questioning an eye for detail to determine the root cause of the issue to avoid repeat contacts and further effort to resolve issues

Analytical problem solvers who will understand issues evaluate solutions and work with their colleagues to resolve issues

Problem solving skills and quick thinking to own resolve issues independently thoroughly efficiently

Display ownership and accountability

o Quickly build trust and confidence with customer

o Own and resolve customer issues efficiently effectively and empathetically

Mandatory requirement for experienced candidates

12 18 months work experience in Service Desk Tech support process providing remote support for Laptops Desktops LAN Issues Application support Small Forms etc

Preferred experience in store support for areas like POS Warehouse application support

Intermediate knowledge of T S Small Forms iOS Andrioid Windows

Intermediate knowledge of T S OS Windows XP 10 Browsers MS Office suite of O365 Messaging Outlook 2013 19 Skype for Business Microsoft Teams SharePoint and OneDrive for Business

Experience of working within a busy ICT Service Desk environment showing experience of systems support diagnostic and resolution

Intermediate knowledge of Registry Fix Patch upgrades Virus T S Security Encryptions

Intermediate knowledge of Network collaborations VPN T S TCP IP OSI Network devices and carriers

Basic networking knowledge

Time Management Skills

Being proactive and show the utmost respect for customer s time

Good time management ensuring all contacts with customers add value

Ability to Multitask

Communication Relationships Skills

To deliver a first line support service via the Service Desk receiving incidents and service requests from various routes including telephone web tickets chat and e mail

Offering advice to end users on all IT related areas

This will include working as part of a team in order to share knowledge and work together to increase performance standards

Skills Knowledge

Communicate at all levels

Ability to work across organizational and professional boundaries

Excellent verbal and written communication skills

High level of interpersonal skills including active listening and understanding

Good organizational skills and ability to prioritize workloads

Work to tight deadlines service levels

Business etiquette

Broad knowledge of IT products services and ter

Key Responsibilities

To improve user confidence in the user of computer software 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

Education and other requirement

Experience 12 18 Months

Willingness to work in rotational shifts

Experience of at least 12 18 months working within a busy ICT Service Desk environment showing experience of systems support diagnostic and resolution

Understanding of ITIL working practices

Problem solving associated with a mixed computing environment

Preferred Skills

Customer Service->CS-Service Desk/ Voice