Impact Assessment WAN Team Member

Impact Assessment WAN Team Member

PAYE Temporary ongoing contract in Birmingham

This is a role whereby the role holder will be supporting IT service requirements. The tasks include maintaining the availability of the IT services delivered to end users, resolving routine and non-routine issues and escalations from other team members.

This will involve supporting several products, product sets & systems; and meeting Service Level Agreements.

Key Accountabilities

• Technical Capability. Fully able to support end users with routine technical queries relating to products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).

• Documents actions taken in resolving routine and non-routine customer enquiries ensuring established processes/systems are followed.

• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.

• Problem Solving. Takes ownership for listening to and understanding problems asking relevant questions to resolve problems within required timescales. Knows when to escalate, but retains interest to learn from the escalation.

• Professional Development. Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Key Performance Indicators

• Technical Assessments.
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.

Project People is acting as an Employment Business in relation to this vacancy.