contacts from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLA targets Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge Base to determine the appropriate action to achieve a timely more »
Major Incident.. Request Fulfilment. Problem. Change. Access. Knowledge. Asst & Configuration The management of mature ITIL-based service management processes and controls. The establishment of SLA’s and adherence to industry standard KPIs. Ensuring customer service feedback is received and that a culture of continuous improvement is established and maintained for more »
Portsmouth, Hampshire, South East, United Kingdom Hybrid / WFH Options
TC Group
to speak to internal customers in a non-technical way manage 3rd party suppliers to ensure that incident resolutions are achieved within the agreed SLA sound knowledge of IT systems, network configuration, significant applications and desktop support solid understanding of incident management and ITIL principles excellent attention to detail, strong more »
Southampton, Hampshire, South East, United Kingdom
DXC Technology
Dell Desktops and Laptops, KVM switches, Routers. Knowledge of Windows operating system and associated technologies Knowledge of peripherals and their maintenance printers, scanners. Be SLA focused and familiar with call management products. Familiarity with support procedures, scripts, and processes. Proven troubleshooting skills. Awareness of Payment Card Industry (PCI) compliance would more »
internal and external meetings to discuss processes and functions related to the Support department and its workings. Manage Incident, Request & Change Lifecycle ensuring strong SLA Performance. Maintain processes and procedures for the Support department. Generate and present data and statistics for the Board, customers and stakeholders. Managing Major Incidents and more »
nd and 3 rd line support Manage work queues and prioritise calls, re-assigning work where and when necessary to ensure compliance with SLA's Install, upgrade, support and troubleshoot in house EPoS Application Install, upgrade, support and troubleshoot in house back office application Diagnose and quickly resolve a wide more »
Hampshire, England, United Kingdom Hybrid / WFH Options
DataCareers
Users connectivity to Windows 10, in addition to utilising Azure AD, SCCM and any voice comms. Experience responding to service tickets and responding within SLA's Confident communication skills, both with end Users and third-party suppliers. Clean and current UK driving license and willingness to use vehicle to travel more »
internal and external meetings to discuss processes and functions related to the Support department and its workings. • Manage Incident, Request & Change Lifecycle ensuring strong SLA Performance. • Maintain processes and procedures for the Support department. • Generate and present data and statistics for the Board, customers and stakeholders. • Managing Major Incidents and more »
Southampton, Hampshire, South East, United Kingdom
Verelogic IT Recruitment
Call Administration and the Branch throughout the day to effectively manage all call details real time and gain full understanding of the customer's SLA requirements. • Utilise PDA to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real more »
