Description
Solvings require a number of SC cleared Service desk agents for peterlee
Troubleshoot as appropriate in order to achieve a satisfactory solution.
Be ready and available at the beginning of shift to handle client requests.
Answer all incoming telephone/fax/mail/web requests striving to meet client specific service levels.
Adhere to all established call handling policies and procedures, including documentation of proper call detail into the required logging tool using professional telephone techniques.
Dispatch requests to appropriate second level support groups according to procedures.
Monitor progress of cases up to pending close status and all aspects of Inbox Management (if applicable).
Work effectively with all tools at his/her disposal to assist clients.
Follow case ownership guidelines for each case and close, when resolved, according to the agreed procedure to ensure resolution of clients' requests (if applicable).
Maintain safe working practices (Health and Safety).
Checking call information is accurate; complete ensuring that appropriate severity level has been set and updating UK CC tool set with additional information if required.
Notifying and Liaising with Resolution Groups (Including Inent Management Group/Problem Management) of all critical and major impact cases.
Communicate concerns with Team Leader and or Deputy.
Attend team meetings.
Adhere to schedule:
Timely arrival at work.
Be on "available" when shift starts.
Respect scheduled (lunch) breaks.
Timely submission of holiday requests.
Adopt absence notifications according to guidelines.
Provide input into peers' performance reviews when requested by leadership