2 of 2 Permanent Escalation Management Jobs in Hampshire

Duties & Responsibilities First-Contact Resolution: Act as the first point of call for all incoming client queries via telephone, email, and ticketing portals. Ticket Management: Triaging, logging, diagnosing, and accurately documenting issues inside the MSP ticketing system (Halo). Microsoft Administration: Handling core user lifecycle tasks including user creation … queues to ensure all client requests meet target response and resolution times. Maintaining a high level of customer service when responding to support issues. Escalation of more complex calls to the relevant support team member (as documented in the Escalation Management workflow). Installation, configuration and deployment ...

gross profit performance.Lead service reviews, maintain project trackers and registers, provide accurate reporting and manage escalations where required.Establish and manage customer-facing change management processes, chair Change Advisory Boards and coordinate with asset, configuration management and technical publications teams.Job Requirements:Current DV clearance and the ability to work … within a highly regulated defence and security environment.Experience in service delivery management, IT service management or a similar customer-facing operational role.Strong understanding of incident, request, problem, change and configuration management processes.Experience using ITSM tools to record, monitor and report on service performance.Knowledge of service contract management ...