Service Desk Engineer, Cisco, 1st line support
Recruiter
Listed on
Location
Salary/Rate
Type
This job has now expired please search on the home page to find live IT Jobs.
Service Desk Engineer, Cisco, 1st line support, ITIL, Customer Service
A leading provider of fully managed services is seeking a Service Desk Engineer who is able to provide provider telephone and ticketing based customer support on a daily basic
The role:
Knowledge base to provide 1st line support- via telephone, email and possible face to face
Escalate issues to teams as appropriate
Effectively communicate between support teams and the customer
Ensure that the highest levels of service are delivered to customers
Providing telephone and ticketing based customer support
Assess the impact and urgency of tickets and gather the appropriate information for the type of request
Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA's and that all issues are resolved quickly and efficiently
Maintain accurate records of activity taken throughout the lifecycle of a ticket
Management of escalation through other teams ensuring high quality of feedback and service to customers at all times
Liaising with third party suppliers to ensure that faults are resolved within the correct time frames according to the product service level agreements in place
Working closely with Service Management team to maintain excellent service
Resource for project work
Support the Team Manager towards continued improvement of team process and customer experience
Answer inbound telephone calls
Validate contact and ensure security process is adhered to
Log all relevant request details, allocating category and prioritisation
Provide first-line investigation and diagnosis, resolving at first contact whenever possible
Follow security protocol
Escalate incidents/requests that cannot be resolved within agreed timescales
Keep customers informed of progress
Contribute and search the knowledge base
Maintain accurate records of activity taken throughout the lifecycle of the request
Communication skills (written and verbal)
Customer service skills
Ability to translate technical language into user friendly information
Good understanding and awareness of IT terminology
Customer focused
Leadership skills
Decision maker, able to act decisively under pressure
Highly motivated, pragmatic and energetic team player, positive, determined and driven with a can-do attitude
Ability to work in a highly pressurised environment in terms of volume and intensity of activity
Desirable
Previous ISP, Managed Service or Telecoms experience
Proven analytical and problem solving skills
Good understanding of IT Service Management
ITIL v3 Foundation and experience working in an ITIL environment- preferred
Relevant industry qualifications
Holds some relevant technical accreditations (MCP / MCSE/ CCNA)
Previous experience of working for a service provider or Telecommunications business
Customer Service trained
Service Desk Engineer, Cisco, 1st line support, ITIL, Customer Service
