IT Engineer Co-ordinator - SC Cleared
My client is looking for an IT Service desk candidate to join a team of 20 people to co-ordinator a group of engineers. You will have previous experience working to SLA's, be confident and have an excellent telephone manner.
Do to the nature of the work you will need to hold Valid SC clearance.
You will be self-sufficient when resolving routine problems or enquiries across several products or technologies for multiple customers. you will be competent when working under pressure and have a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users.
- Works within a team supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
* Has a good understanding of the customers' environment and service delivery requirements to enable the delivery of the service.
* Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
* Takes ownership for listening to and understanding the customer's problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
* Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
* Is a key team member, demonstrating personal leadership and initiative resolving issues and supporting other team members.
For further information on the role please forward your up to date CV.
Project People is acting as an Employment Agency in relation to this vacancy.
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