Maintenance of 75% first line fix rate

Call, Incident, Request ,Problem and Change Management through logging, escalation and resolution using Peregrine Service Centre and remote support tools, including the Knowledge Base, Wiki

Raising accurate tickets in the CRM Tool Service now

Assignment of calls/ requests/ incidents to internal and external support teams where calls cannot be fixed by the Service Desk

Incident management encompassing incidents assigned to other support teams

Setting customer expectation by allocating an appropriate priority to an incident

Excellent written and verbal communication skills.
Demonstrably high focus on customer service
Should have excellent probing and trouble shooting skills.
Maintenance and development of working procedures
Remote Software installations.
Provision of remote desktop support to all customers.
IT Support of all office, overseas and home based customers who use a broad variety of mainstream and bespoke applications on Windows XP ,Windows 7 operating system

Preferred skills

Personal Attributes

• Excellent written and verbal communication skills.
• Demonstrably high focus on customer service.
• Must have excellent interpersonal/customer liaison skills (telephone and face to face) as the role will come into contact with all levels within the business and IT.
• Must be a good team player.
• Flexible, ‘can-do’ attitude and willing to take responsibility.
• Ability to work unsupervised and to make decisions based on information available.
• Should have excellent probing and trouble shooting skills.
• Strong team player with a positive attitude and outlook