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β’ Troubleshoot customer support cases in a timely manner β meeting and exceeding SLAβs. β’ Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer. β’ Serve as 1st Line support within the Helpdesk team. β’ Keep clients informed of progression with issues and provide follow up as necessary. β’ Collaborate with other departments or offices as necessary to expedite resolutions. β’ Promote and maintain a high quality, professional, service-oriented company image among clients. β’ Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal knowledge base. β’ Maintain accurate and timely call logging in our Service Management System. β’ Own multiple support calls from inception through to a successful conclusion.
β’ Previous experience of working in an IT support role ideally supporting software applications. β’ An IT based degree and / or MCP qualification would be an advantage. β’ Excellent desktop support knowledge. β’ Good technical understanding of the basic IT systems including databases and networks. β’ Proficiency in Microsoft Office applications.
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