Reporting to the Team Leader you’ll be part of a 1st Line support team, supporting the mission critical infrastructure of Ensono’s clients, delivering a responsive and exceptional support service for client events and requests. Using a best-in-class client service management platform you will effectively manage calls assigned to the team queue and manage all client communication in line with client support related processes. The 1st Line Support team are responsible for maintaining and enhancing the service we deliver to our clients by effectively: • Managing all requests logged into the queue • Managing client communication on all issues and requests • Proactively reviewing high level problem management • Reducing the number of repeat issues through route cause analysis • Building strong client relationships by becoming a point of contact for clients • Working with internal departments to mitigate client concerns You’ll achieve common goals in a positive learning environment where knowledge sharing will help propel you to the next level of your career. Your day-to-day role will expose you to a broad range of technologies and in addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on developing the skills and experience necessary for you to progress into a Client Support Engineer – Level 2 position.
 

Key Responsibilities

• Respond to client issues received by telephone, voice mail, e-mail and via our customer portal
• Respond to incident alerts, making sure that they are progressed effectively within defined service levels and call management guidelines
• Manage and complete scheduled tasks on time
• Ensure effective client communications take place
• Ensure the effective assignment and escalation of incidents to senior engineers where appropriate
• Advise the Team Lead of emerging issues
• Adherence to ITIL framework processes
• Share information across your team and department
• Contribute documentation to the shared knowledge base

Knowledge

• Good knowledge and understanding of internet/e-commerce technology and its importance to organizations
• Basic technical awareness of IT server infrastructure
• Knowledge of a call management system and its function
• Knowledge of the ITIL framework and its function in IT is desirable

Skills

• Excellent customer service skills
• Excellent demonstrable English written and verbal communication skills
• Able to communicate in groups with confidence and conviction
• Ability to multi-task and work well under pressure
• Good team working skills are essential
• Ability to document processes and procedures in a clear, concise and logical manner

Experience

• Experience of working in an IT infrastructure focused helpdesk role

Shift Information

Backend Days

Th-Sa 0630 - 1900

Alt Wed 1030 - 1900