Job Description

Overview of the role:

Provide first line duties as the initial contact point for all BP, End User, Customer and supplier interactions

Operate as part of a team within the wider Sicon Support function covering the business operating hours of Monday to Friday 09:00 - 17:00; Case Logging, prioritisation and categorisation, Report distribution, Resource coordination.

Main Responsibilities of the Role:

Support the Support Team in its daily operation.

Provide 1st Line Support to all service requests, incidents and RFC (ensuring relevant parties are kept fully informed of progress as appropriate).

Ensuring timely and efficient escalation to next level of Support

Scheduling and allocating of resource for upgrades and installations, in coordination with the Project Admin team and other requirements as necessary.

Ensuring correct priority is allocated to tickets and escalating to Customer Support Manager where necessary.

Adhere to defined policies and processes, ensuring the support team provide a consistent and professional service at all times.

Main Requirements/Skills of the Role:

Confident communicator (both written and oral), good listening and transcription skills - able to make notes regarding technical issues whilst not having the technical understanding of the subject itself.

Motivated, outgoing, organised individual with a structured reliable approach to seeing tasks and duties completed. Provide a high level of customer service and support at all times.

Strong work ethic. Able to work on own initiative and support the wider team as necessary. Behave in a professional manner in all communications and responses.

Excellent capability in the use of Microsoft products, good capability in the use of CRM and Case Management systems - share relevant information with colleagues, ensuring they are able to follow up and complete any work undertaken should circumstances required it.

Job Type: Full-time

Pay: 24,000.00-26,000.00 per year

Benefits:

Company events Company pension On-site parking
Work authorisation:

United Kingdom (required)
Work Location: In person