Job Description
We’re looking for motivated, engaged people to help make everyone’s journeys better.
• Act as First point of contact to the Service Desk / Front all inbound support Calls • Triage and Diagnose reported faults applying standard fix protocols as required. • Accurately log incidents and ensure all relevant data is captured. • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. • Escalate incidents where a first-time fix is not possible to relevant internal resolver group. • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. • Escalate potential service issues initially with Team Leader/Service Desk Manager • Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s • Manage Service Desk emails (Governance) • Finding ways to improve the overall customer experience ...