IT Customer Support Analyst

Main Duties

• Take sole ownership of the Customer Service helpdesk ensuring that the below tasks are carried out.
  • All customer issues are logged in Jira
  • All required information is included
  • Investigate as far as possible
  • 1st Level Support is carried out
  • Once first level is completed, escalate to the correct resource for further investigation
  • All time working with the relevant resource to ensure issue is addressed
  • At all times communicating with the customer
  • At all times making sure SLA’s are being met
  • Escalate if issues are not getting addressed
  • All logged issues are kept up to date
  • Ensure data compliance in line with data protection policies
  • Provide weekly status and performance reports
  • Co-ordinate out of hours customer support
• Fulfil customer deliveries, ensure deliveries are complete and meet the scope
• Assist with maintaining internal systems and demos, ensuring that they are available and kept up to date
• Look at ways to improve Customer Service systems and processes
• Work closely with the engineering and region teams to ensure that all customer requests get addressed in a timely manner
• Maintain and update internal customer information and documentation
• Provide support to internal business users
• Maintain and update internal CRN tool, Jira as necessary
• Take part in customer conference calls and Web meetings