Customer Support Engineer

*This position is based in Westlakes Science Park, Cumbria and requires a SC clearance, meaning 5 complete years residency in the UK up to present date

Your job in a nutshell:

The Service Desk team work with Partner teams to deliver IT services for approximately 14000 users across multiple locations throughout the UK!

The First Line Support Analyst’s role is to provide a single point of contact for customers’ incidents and enquiries, following documented processes to ensure tickets are logged, prioritized and routed accurately. The 1LS Agent will also be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles.

The environment in which this role operates is fast paced and continually challenging.

What will you be doing:

Communication: Demonstrates clear and concise written, oral and listening skills to identify any Customer knowledge gaps

• Problem Solving and Decision Making: Demonstrate handling majority of issues/problem customer concerns and suggest resolutions with minimum prompting from 2LS / Team Leader.
• Flexibility: Shows evidence of being able to adapt to new situations outside of the assigned team.
• Attitude: Demonstrates drive and determination in coping with difficult situations.
• Self-Management: Demonstrates evidence of good timekeeping, professional appearance and time management.
• Customer Service: Demonstrates awareness of customer and business needs. Able to describe technical details to non-technical customers in simple plain English.
• Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
• Telephony Average Handle Time (AHT) & Contacts per Analyst per Day (CPAPD) at or better than target: Manages call durations, wrap up times and CPAPD conforming with the team target. They have an awareness of impact and is proactive in seeking improvement.
• Queue Management: Manage individual queues to given targets with zero intervention from Team Leader.
• Ticket logs are maintained in a timely and efficient manner (in line with SLA’s)
• Constantly review all tickets in 1LS queues (supporting set KPI’s) and handle aged tickets to closure
• Working to aid avoidance of SLA breach on tickets.

Requirements:

• Experience in a Customer facing role and in IT
• IT Certification is a plus
• Windows Operating Systems (Windows 10),
• Microsoft Office suite of applications (i.e. Word, Excel, PowerPoint, Outlook, Access)
• Understanding of Service Level Agreements
• Proficient English Language skills
• Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.
• Attention to detail, able to document the details of issues clearly in a concise understandable manner
• You will be required to undergo and successfully gain a Disclosure Scotland and SC security clearance check to undertake this position.