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Technical Support Assistant job in Bracknell job in Bracknell

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Job Ref:  118822AMN
Employer:  Morson International
Country:  United Kingdom
City:  Bracknell
Post Code:  RG12
11/10/2016 09:17
The European Attune Optimisation centre provides remote monitoring and support to our customer base involving customer call handling & engineer dispatching along with analysis and report generation for Building management & IT Network systems.
The role will be responsible for the operation of our various monitoring systems and also providing first line customer support to a large national customer
Disclosure Scotland will need to be completed on successful candidates and the attached BPSS form by the Supplier
The helpdesk operates on a rolling shift pattern of 12 hour shifts. 7am- 7pm. 4 days on, 4 days off, 4 days standby, 4 nights, and 4 days off
As the weekend shifts start at 7am the candidate will ideally have their own transport or live within a very easy commute to Bracknell
Key Responsibilities:
Real time monitoring of the Honeywell Customer base
Act as 1st line point of contact for customers and field engineering base receiving customer calls, emails and by monitoring service management systems.
Responsible for the ownership and dispatch of all calls to Honeywell and 3rd party personnel.
Process events generated, notifying clients as and when necessary via the relevant media
Provide first line classification of events generated by customer and automated events from internal monitoring systems
Establish call priority
Escalate faults to and communicate with the second line support team as required
Escalate faults to management chain as required
Log customer faults into fault tracking system, update and close faults as appropriate
Ensuring relevant parties are notified of incidents impacts.
Working as part of the team to ensure round-the-clock (24*7) delivery of the AOCs services to customers.
Production of operational reports for our customer base.
Key Result areas:
To carry out 1st line customer fault resolution.
100% call dispatch within SLA periods.
To deliver superior remote services and individual performance through excellent customer service.
Personal Specification:
Excellent customer facing skills with first line support experience ideally from an IT background
Flexible and adaptable
Able to work shifts to enable 24*7 operation of the Remote services centre
Demonstrates honesty, integrity and the ability to learn.
Effective communicator
IT literate
High level of ownership and responsibility
Forward thinking
Knowledge and Experience:
Awareness of Environmental, Health & Safety policies and procedures
Experience in a junior capacity in an IT /Network Operations Centre or in the provision of remote technical support
Empathy with the general business requirements of large corporations
Knowledge of Microsoft Office products
Experience of Help Desk Applications
Excellent verbal and written communication skills
Well established diagnostic and troubleshooting skills
A high standard of work and documentation skills
Customer call handling experience, ideally within a call centre environment.
Ability and willingness to learn about new systems and operational procedures
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