Responsibilities
- Perform second-tier analysis and resolution of customer-reported network issues, escalating to higher support levels when required.
- Communicate directly with clients through phone and email to ensure timely updates and effective problem resolution.
- Manage and prioritize support tickets according to contractual service level agreements.
- Ensure all records in the Help Desk System are current, including client infrastructure configurations and troubleshooting procedures.
- Coordinate with external vendors to resolve hardware, software, and network connectivity problems within agreed service timelines.
- Support team knowledge development by maintaining accurate documentation and assisting peers with complex technical challenges.
Responsibilities
- Provide second-line diagnostics and fixes for customer incidents, escalating when necessary.
- Work closely with clients via phone and email, ensuring issues are resolved effectively and customers are kept updated at all stages.
- Prioritise and manage tickets to meet contractual service levels.
- Maintain accurate and up-to-date records in the Help Desk System, including client infrastructure details and troubleshooting steps.
- Liaise with 3rd party suppliers to resolve hardware, software, and connectivity issues, ensuring SLA targets are met.
- Contribute to knowledge sharing within the team by updating documentation and supporting colleagues in resolving complex issues.
