Customer IT Support Speciliast - ITIL

The primary focus of this role is to resolve customer support requests at the 1st point of contact, be that related to, access, usage, inventory or any other products & services available via the portal.

Work within agreed procedures in line ITIL processes and customer service level agreements. Focal point & primary interface with portal, sage, itracs, SFDC and other system support & development teams.

Responsibilities and Duties:

• * Acting as primary point of contact for all customer support for the companies portal & associated products and services
• * Production and maintaining all portal related training & support documentation ensuring it is kept up to date with new features products and services.
• * Providing portal training to customers, and supporting sales with portal demonstrations to prospects.
• * Liaison with the system development teams, to ensure a full understanding of the roadmaps. Ensuring that these are effectively communicated and understood within the team.
• * Primary owner of portal related support cases, liaising with other teams as required ensuring the cases are resolved in a timely manner.
• * Developing and updating internal training and FAQ documentation within the Academy, to ensure the wider members are knowledgeable for supporting portal requests OOH.