In this role, you will manage the resolution and communication with the client in a manner that delivers an excellent service resulting client retention and growth.
Objectives for Role
Own, Update and Progress tickets so the client is confident their issue will be investigated and actioned.
Responsible for meeting agreed Key Performance Indicators to maintain a consistent high standard of service across Sharp IT.
Take an active role in personal and team development to increase technical proficiency and increase productivity.
Organise and prioritise daily tasks to provide a service in line with Client expectations.
Be professional, positive, and friendly when communication to all colleagues and clients to aid in effective exchange of information.
Utilise advanced technical knowledge and experience to progress tickets to provide excellent client services.
Be an ambassador of Complete IT at all times to improve and maintain the reputation of Sharp IT.
Person Specification
Friendly, personable and professional.
Client service focused.
Excellent written and verbal communication skills
Technical knowledge and experience of IT and IT Support with a minimum of 18 months experience. Intermediate knowledge of Microsoft Server and Desktop Operating Systems.
Intermediate knowledge of Microsoft Cloud Technologies (365 and Azure)
Intermediate knowledge of Virtualisation, Networking, Firewalls and Cyber Security.
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