A fantastic opportunity is available for a Technical Support Analyst at a large utility company in Birmingham, we are looking for employees to join our expanding team who show commitment and dedication to providing an excellent service to customers as well as being tenacious and methodical at all times.
To take phone calls from field engineers on IT incidents being raised via the FFHD and provide the next level of support , and improve resolving IT issues during first point of contact with the help desk
Excellent customer service and telephone communication skills.
Experience in using active directory, making technical config changes on backend systems without disruption.
Experience in use of call centre type telephony solutions.
Experience in using IT systems and relevant software to log incidents raised.
Problem solving skills.
Analytical skills to identify trends in issues reported and identify areas for improvements.
Experience of the concepts, objectives and life-cycle of Knowledge Management activities
Knowledge of ITIL governance and control processes and procedures
Flexible, adaptable and able to learn new concepts quickly
Excellent communication and collaboration skills
Strong analytical skills
Strong focus on detail, documentation development and quality assurance
The role will be responsible for a variety of tasks that may change from time to time. At times it will operate under direction and at other times expected to operate autonomously. Typical tasks will include:
Provide first contact to Field Force users to own the end to end resolution of user issues, managing through to resolution.
Utilising the Service Now tool to manage and record incident report to resolution.
Ensure a seamless resolution of issues by engaging with collated resolver team to maximise first contact resolution
Utilise tools and systems access to resolve field engineer user issues wherever possible at the first point of contact.
Provide field engineer users with an excellent level of customer service keeping them informed of progress of issue resolution and setting customer expectations correctly.
Manage FFHD incident ticket closure within the defined OLA/SLA.
Analyse and monitor all open FFHD incidents and determine which incidents require FFHD escalation and follow up with respective incident owners.
Consistently meet FFHD KPIs.
Provide recommendations for new or existing knowledge articles to be developed which will assist in maximising first time fix rates.?
Please consider it is a mandatory requirement to undergo a Basic Scotland Disclosure Check to be considered for work assignments.