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- Role Responsibilities
- Take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
- To ensure all requests meet or exceed the contractual Service Level Agreements.
- Always maintain high customer-care levels.
- Actively seek to improve and grow own skills and that of the Customer Services team
- Perform Incident Management to ensure that the appropriate action is being taken to meet SLAs and service is restored for the customer. Fixes to be documented as knowledge articles.
- Create\review knowledge articles to ensure FCR can be done
- Proactively identify, plan and remediate any vulnerabilities on the client’s desktop estate using the chosen VLM tool.
- Application Deployments/updates to be performed to the desktop/laptop estate
* Follow the escalation matrix if any devices or vulnerabilities are outside of Desktop Support scope (Servers and Network equipment and GPO’s)
Delivery Responsibilities
- Onsite desktop related support at customer locations.
- Carry out onsite/remote diagnostic tests, troubleshooting when incidents are logged by customers.
- Work and travel onsite to the customer locations.
- Escalating calls to senior engineers or management as appropriate, using the required escalation matrix
- Liaison with internal departments, vendors and suppliers where required.
- To take ownership of Customers’ requests and be proactive when dealing with Customers’ issues.
- Ensure all requests/incidents meet or exceed the contractual Service Level Agreements.
- Always maintain high customer-care levels.
- Provide advanced diagnostics.
- Implement routine Change Requests.
- Manage phone calls from customers, ensuring they are made aware of what action has been or will be taken to resolve their issues.
- Update customers by telephone or e-mail on the progress of a support call or to ask for additional information.
- Assist with the implementation of Customer projects, internal support projects or support administration tasks.
- Ad-hoc duties as required.
- Adhere to delivery of standard reporting packs.
- Oversee the coordination of security incident response
- Perform recurring and on-demand scanning of organization systems and cloud environments
- Resolve information security incidents
- Maintain documentation regarding threat management, including policies and procedures
- Assist technology teams to develop, implement, and automate security solutions
- Improve and automate existing vulnerability management systems
- Research and assess emerging security threats and vulnerabilities
- Provide technical support for vulnerability management projects
- Communicate the risks of identified vulnerabilities and recommend security controls to mitigate them
Career: Technical Support
Career Type: Technical
Job Type: Tech
Level: T07
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