Job Description

JOB DESCRIPTION Brief Summary of the overall requirements of the role:The engineer will work as part of a team that interfaces primarily by telephone with USsociates to deliver technical support to all IT systems in UST. The role primarily includes taking first line calls and other customer contact therefore excellent written English and a professional telephone manner is essential. This is an ideal role for someone that is friendly and has a good degree of common sense. The ideal candidate must be able to troubleshoot well and learn new skills quickly. They must be polite and professional and have the desire to success as this is a role where they can progress their career if they prove themselves. We are looking for a dedicated team member who can be depended upon. Key Responsibilities: . To interface by telephone, email, chat and web console with end users . Provide excellent service to customers and set expectations based on agreed processes . To manage all tickets, to agreed Target Response and Resolution times . To work in shift pattern and be flexible . To \'own\' customer issues through to resolution and to recognise when to escalate . At a minimum, meet expectations of position relating to performance metrics . Demonstrate high level of proficiency in Microsoft Office Suite of applications, specifically Word, Excel & Project . Pursue continuing education and remain current on technology applicable to position Key Responsibilities: . Excellent customer service . Excellent communication skills (verbal and written) . Flexible attitude . Use initiative and be pro-active. . Self-motivated, detail-oriented and organized. . Take ownership/responsibility for own work . Professional behaviour . Problem solver Skills and Attributes: . Have knowledge of the Internet and common application and connectivity protocols . Experience of all Windows OS . Knowledge of UNIX would be useful . Ability to prioritise tasks and workload . Clear precise attitude with methodical attention to detail . Knowledge and experience of Service Now . Fluent in English (spoken and written) Additional Comments: NA

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