AddressWhy this role exists
At AC3 we humanise technology; we're people centric and technically astute, cutting through complexity so our customers can focus on what matters most to them. In this role, you'll learn what makes us a market leader in the service management space, building your knowledge and developing your skillset to set you up for a fruitful career to come.
Role Context
- This role will work closely with the Service Desk and Service Delivery teams in particular. In this role you'll build an understanding of the ITIL framework we operate under, whilst delivering a blend of outstanding technical outcomes and quality customer experience.
Key Aspects
- Support customer requests/incidents via a variety of channels by either resolving yourself or escalating to the appropriate internal team within SLA.
- Log and prioritise requests/incidents accurately.
- Proactively monitor and log tasks that arrive via Self-Service and Service Desk mailbox.
- Support customers by ensuring you maintain visibility on any escalated and/or critical incidents
- For all requests/incidents ensure exceptional & frequent communication with customers.
- Actively participate in continual improvement initiatives, aimed at improving our customer experience and satisfaction.
- Provide an exceptional customer experience by performing onsite Level 1/2 support for AC3 end user devices
- Effectively handling VIP walk ups and liaising with executive level staff
- Assisting with the deployment of SOE images onto user devices via SCCM
- Troubleshooting issues and equipment and escalating to relevant teams as required
Experience
- Experience in Microsoft Office (Word, Excel & Outlook)
- Experience in Windows 8/10
- Previous customer service experience with high customer interaction
- Proven experience managing multiple tasks in a busy environment
- Experience developing & sustaining constructive relationships with customers & internal stakeholders
- Demonstrated commitment to customer-service, continuous service improvement and ethical business stakeholders
