Accountability

To deliver an exceptional user experience, treating every customer as a VIP; providing effective resolution of issues and providing solid technical guidance, clearly communicating with everyone involved at all times.

Objective of the Technical Delivery Team

To provide our clients with a best-in-class customer experience. By delivering consistently high-quality service, creative problem solving a strong technical understanding and most of all, care.

The role

Working within a wider Service Delivery team, the role is required to provide solutions and support across multiple platforms for the MRN, based on a core of Microsoft cloud with Windows endpoints and a hybrid working environment.

Key responsibilities:

• Answering technical calls in a timely manner and providing excellent customer service at every opportunity.
• Provide 1st class face to face customer service.
• Performing initial triage on all issues with an aim to resolve issues on the initial call.
• Managing escalations and taking ownership of working with other teams to deliver a swift resolution.
• Logging detailed and accurate information into the IT service management system.
• Always providing clear professional communication.
• Efficiently handling incoming technical support incidents and requests.
• Taking responsibility for your personal ticket queue
• Target of 10-15 resolutions per day on average
• Must be a team player and eager to learn

Technical Skills

Essential:

• Service experience within a technology or related industry
• Customer Service skills are essential
• Strong Communicator
• Creative Problem solving

Desirable:

• Experience with administrating modern cloud platforms such as MS365 and Azure
• Microsoft Certification would be a big plus, especially MS100, AZ100 or similar.
• MSP Experience is a big benefit