Job Description
Individual Accountabilities:
- Responsible for delivering an exceptional level of IT Support service to their departments, acting as the SME for regional support incidents
- Receiving and owning escalations from departments, owners and other parts of the business
- Ensuring that any incidents are resolved as quickly as possible
- Supporting the Global Services & Support function with regional expertise and technical knowledge, this role will be the “final stop” from their customer point of view in ensuring their IT Services are restored
- Providing early life support for newly deployed services or solutions
- Working with their suppliers ensuring they consistently deliver great service at or above contractual SLAs
- Driving improvements in customer satisfaction
- Providing a “follow the sun” OT support model to ensure the business is supported 24/7
- Traveling to different sites to provide desk side support when required
- Provide major incident management service.
Knowledge & Experience:
- ITIL Foundation V3 Certification
- Microsoft and / or Cisco
- Experience working in technical support
- Supplier management experience
- Subject Matter Expert technical ability in at least 3 of the following areas:
- Email & Internet based technologies
- Data centre operations
- Security and patch management
- Microsoft client technologies
- Microsoft server technologies
- Cisco networking technologies
Individual Capabilities:
- Excellent customer care, relationship building and interpersonal skills
- Strong analytical and problem solving skills with the ability to work and remain calm under pressure
- Excellent communication skills with ability to translate technical concepts into simple terms
- The ability to deliver training material to individuals or small groups
- Self-motivated and the ability to work under own initiative
- Second language (German, French or Mandarin) preferred
- Flexibility to work out of hours if required during major incidents
- Ability to translate technical speak to plain understandable language
Apply on-line now or call our office for an informal chat - 01543 622407
GSA Techsource Ltd operates as an Employment Agency when recruiting for permanent vacancies, and an Employment Business when recruiting for contract vacancies. All contract rates quoted are to Ltd companies.
