Technical Analyst

Job Introduction

Job Purpose

ICT Technician providing 1st/2nd Line Customer Service to the high-quality standards using contact centre technology. You will log/coordinate customer calls and manage incident resolution, returning customer service to normal as quickly as possible with minimum disruption to the business. Working to agreed OLA/SLAs to ensure levels of availability and service are maintained, the post holder will apply ICT knowledge to resolve the incident or escalate for resolution.

Main Areas of Responsibility:

• ICT technician with problem analysis expertise covering triage/resolution for system administration, application, network, database, and server incidents.
• Agile Worker or working in a Service Desk environment, interfacing directly with end customers and suppliers, providing second level service and support through multi-channel means.
• Triage customer incidents and interface ICT Technical Management line management and/or Technical Professionals and Technical Specialists to take account of ICT service, support, and operational impacts.
• Fully proficient in the use of telephony and ICT systems typically used in a large customer service centre environment.
• Assisting customers to access ICT support services, via self-service, email, and telephony.
• Apply/develop the 2nd Line Knowledge Base.
• Manage personal objectives and quality standards. Demonstrate teamwork and ownership of the Customer experience.
• The ability to work without close supervision. Own, schedule, manage and implement assigned incidents and requested fulfilment tasks.
• Be fully proficient in the induction, training, mentoring and professional development of colleagues as appropriate and to support team members in ensuring that objectives and targets are met.
• Customer Service Delivery: Provides 2nd Line support and service as first point of contact.
• To reactively respond to Customer enquiries through to resolution, adhering to the agreed KPIs and OLA/SLAs and quality standards.
• Classification to determine severity and impact of incident and qualification whether major incident and/or requires intervention of problem management process.
• Work between 3rd party suppliers and Customers to co-ordinate the resolution of incidents and isolation of faults. End to end incident management of 3rd Party Suppliers, asserting their contractual SLA.
• Ensure regular and meaningful communication is maintained with the Customer when dealing with a fault or issue.
• Deal appropriately with sensitive and confidential information.
• Communication and reporting responsibilities: to liaise with both internal and external Customers at all levels, sensitively and efficiently logging/resolving or escalating enquiries.
• Demonstrate excellent Customer care skills e.g. owning, driving, communicating, with Customers through inbound/outbound calls leaving Customers delighted with the 2nd Line incident resolution experience.
• Maintain and correctly update Customer information on the relevant systems for data capture.
• Supporting ICT Service in customer communication during major incidents and disaster recovery.
• Polite and professional always in possibly difficult, stressful and challenging situations.
• Other Ad hoc duties as required by the line management of ICT Technical Management.

Person Specification

Qualification and training

Experience

• Relevant help desk experience.* (A,I)
• The ability to take ownership and accountability in the triage of customer issues and questions.* (A,I)

Skills/Abilities

• Proven ability to troubleshoot issues.* (A,I)
• Proven analytical skills.* (A,I)
• Ability to identify and take action to resolve issues.* (A,I)
• Ability to resolve systems queries, faults and problems.* (A,I)
• Ability to drive business growth and deliver results.* (A,I)
• Ability to be innovative and use own initiative.* (A,I)