2 of 2 Permanent Ticket Management Jobs in the South East

professional and courteous manner. This role is based on our site in Whiteley (Monday to Friday) with on call out of business hours. You have a strong team of management around you who will support you within this role. Who are Tailor Made Technologies? Tailor Made Technologies are a fast-growing technology company based in Whiteley, located on the … provides a free breakfast and a pool table Duties and Responsibilities of our 2nd Line Service Desk Engineer: To provide excellent customer care and support through efficient and organised ticket management Providing first response fixes to customers via the phone, live chat or email Providing resolution to incidents, requests, and appropriately escalating all others Ticket triage – assessing … ticket priorities and escalating when required. Liaising with third parties and customers with regards to incident resolution and requests. Handling customer requests and escalate according to company procedures. Manage work queues and prioritise events, ensuring compliance with SLAs. Assist the service desk team leader in managing our service desk in such a way as to deliver excellent customer service. More ❯

service level agreements (SLAs) and escalate when necessary Identify knowledge gaps and flag them Updating of knowledge articles Creation of articles Meet the required monthly threshold for call and ticket quality Improve on problem areas once highlighted by the Quality Manager Adhere to all service desk policies Adhere to all Ultima policies Keep up to date on all policies … to contribute to individual, team and company targets and objectives. Be commercially minded with ability to work independently. Be conscientious with an attention to detail. Preferred experience using a Ticket Management Software, creating/updating & logging tickets. ITIL Foundation Certified. KEY COMPETENCIES REQUIRE FOR ROLE (Please select all competencies required for the role to be effective) Adaptable – able More ❯