Based in our Horsham Resource Centre and reporting to the Service Desk Team Leader, you will be responsible for the efficient remote resolution of escalated faults, issues and configuration requests.
You will use your in-depth knowledge to manage and resolve incidents and work proactively to ensure knowledge is shared with colleagues to develop a positive ‘can-do’ culture.
Timely resolution of customer support tickets
Provide quality support to colleagues as and when required
Prioritise and respond to all incidents in line with current process
Adhere to and contribute towards service desk processes to ensure service levels are met
Provide detailed quality logging of all incidents onto the call logging system
Assist in maintaining technical knowledge base and procedural documentation
The details contained in this Job Description reflect the content of the job at the date it was prepared. It should be remembered, however, that it is inevitable that over time, the nature of individual jobs will change, existing duties may no longer be required, and other duties may be gained without changing the general nature of the duties or the level of responsibility entailed. Consequently, Principal I Ltd will expect to revise this Job Description from time to time and will consult with the post holder at the appropriate time.