Job Description

JOB DESCRIPTION:• Perform ticket queue management
• Monitor inbound customer ticket requests and route/troubleshoot.
• Should have proven knowledge of Computer systems and functions
• Administer and provide User account provisioning.
• Provide support for business software including Microsoft Office
• Service Desk professional with good customer service knowledge to join our Rackspace FLR team.
• To ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.
• Providing a call logging and basic technical support function to callers. You will also ensure that the various tickets are monitored and followed up on.
• Perform capabilities gap analysis and drive continual service improvement across end user support services.
• Own tickets throughout their lifecycle in line with the ITIL model
• Regularly update customers on their own open tickets
• Provide excellent customer service and call handling including email updates.
• ITIL knowledge including Service Now and experience of working within the framework and some technical IT knowledge is a plus.



ROLE DIMENSIONS Geographical remit - International customer base• Proficient support of Microsoft products.
• Ability to configure printers and other devices within the windows OS
• Must be open to work in 24x7 environment
• Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory (creating and managing user accounts, creating, and managing distribution/security group)
• Basic knowledge of Azure
• Incident management and Hardware / Software related troubleshooting skills
• Familiar with device OS installation or re-imaging.
• Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc.)