Description

We are a successful and growing company that provides complete ICT services and support to a wide variety of clients in both UK and Ireland. Our clients range from SME where we provide full outsource services for IT to corporate household names to whom we provide a range of maintenance, support, administration and proactive managed services. This includes liaising with Customer Services Manager, engineers and clients to:- 1. Review calls logged on our Service Management System ensuring that we have sufficient information. 2. Check the priority level and associated SLA and act accordingly in assigning/prioritising the call. 3. Assign the appropriate engineering resources (i.e. Level 1, 2 or 3 engineer) to deal with the client request. 4. If necessary work with the lead engineer to develop resolution plans and implement to fruition.

Skills Requirements

Teamwork: Ability to work as part of a team while managing calls and engineers. Administration: Accurately update service management systems Multitasking: Excellent multi-tasking skills, ability to daily manage multiple calls in various phases. The environment is dynamic with a high call throughput. Communication: It is critical that the successful candidate communicates regularly and clearly with clients, managers and engineers. Broad view: Able to see the big picture and negotiate.

Email
hr@trilogytechnologies.com