Job Description

What that means day to day

  • Providing 3rd line technical support to 800+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices
  • Provide escalation support to the 1st and 2nd line support team
  • Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues
  • Supporting company hardware and software
  • Allocating more complex calls to the relevant teams where appropriate
  • Logging incidents with our external 3rd party service providers
  • Aiming to respond and resolve 95% of incidents within the SLA
  • Support in the delivery of tech support projects
  • Carry out regular checking of backups, infrastructure, security measures and systems
  • Assisting in updating the Technology knowledge bank and supporting knowledge sh...

    • Ready to Apply?

    Take the next step in your AI career. Submit your application to Alcumus today.

    Submit Application