Take ownership of the issue and provide regular communication of the progress of investigations and planned solutions to customers, whilst managing their level of expectation.
? Experience of providing direct end user support with excellent customer service skills
? Working on the client site in a direct client facing support role.
? Drive to maximise issue resolution at first point of contact in the "techzone"
? The role holder would be expected to develop a comprehensive knowledge of the client's technology standards and procedures.
? Working closely with the on-shore and off-shore infrastructure/service desk teams to provide second line technical support, ensuring assigned calls are responded to, diagnosed and resolved swiftly and effectively in line with operational and service level agreements. Ensure outstanding calls are regularly updated to reflect their status.
? On-site interface for key third parties support teams for incident resolution
? Investigate cause and taking responsibility to provide analysis of reported recurring or persistent problems. Create standard documentation on problem resolution, fixes and updating the technical knowledge base, liaising with the service desk and other teams as required.
? Identify appropriate solutions to resolve service incidents and requests.
? Assist remote support teams with incident resolution for any onsite devices.
? Update online familiarisation, FAQ' and "how to" guides and training material.
? Keep abreast of trends in technology and its application to understand current best practice, possible alternative solutions and to support technical evaluations.
? Support maintenance, updates and enhancements to work instructions
? Participate in an Out of Hours call out rota to provide remote support for users in multiple client locations
? Remotely support "priority" incidents to other client locations as part of an enhanced priority support channel
? Potentially a slightly altered working day e.g. 7am - 6:30pm on a shift pattern
Key Organisational Relationships:
Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website.