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1. Provide technical support services
2. Provides 1st and 2nd level Service Desk incident management and case handling through to successful resolution on in-scope products, services and processes for supported customers.
3. Responsible for logging 100% of all calls, emails, faxes into the call management within designated Service Level time frames.
4. Instils confidence in the customer by taking ownership and restoring normal service operation for all reported incidents as quickly as possible, and with minimal impact to the customers business.
5. Classifies incidents by identifying the business impact severity and priority as designated by the Customer contractual service levels, also the correct categorization of Category, Product and Problem Type through to successful corresponding resolution/solution codes.
6. Ensures incidents are progressed through end-to-end case management lifecycle through to a successful resolution according to service level objectives.
7. Provides timely updates on incident progress back to the customer and accurately keep all case history records up to date and by following documented Quality Assurance.
8. Recognises and takes action when escalation and de-escalation is required for critical and urgent cases and follow designated customer procedures.
9. Undertakes all defined steps for information gathering prior to dispatching to another skill group. Follow scripts where appropriate.
10. Owns incidents/problems through to Resolution and Closure and ensures customer confirmation of resolution is made prior to the final Case Closure. All case notes must be updated and checking of correct categorization to be applied before final Closure.
11. Capable of maintaining a high-resolution rate whilst working to service level agreements.