The purpose of this position is to provide efficient and effective end user support, services and advice including incident handling and resolution for networked computing facilities to ITS NZ Ltd customers.
The Customer Support Representative is responsible to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
Responsibilities include :
Manage and coordinate service requests as quickly as possible and to ensure that no request is lost, forgotten or ignored.
Logging all relevant Incident and Service Request details, allocating categorization and prioritization Codes.
Providing first-line investigation and diagnosis.
Provide resolution where possible or transfer of service requests to second-and third-line support groups, including specialist support groups and external suppliers.
Escalating Incidents and Service Requests that they cannot resolve within agreed timescales.
Closing all resolved incidents, requests and other calls.
Conducting customer / user satisfaction call-backs / surveys as agreed.
Maintain constant communication with users, keeping them informed of Incident progress, notifying them of impending changes or agreed outages etc.
Assist with other technical and administrative tasks performed by the Customer support team.
We are looking for someone who :
Is competent in the use of PC applications MS Office.
Has sound working knowledge of computer based information and management systems.
Has good communication, oral and written.
Has proven time management skills.
Has excellent problem solving and analytical skills.
Sounds like something you are interested in? The apply today!