Job Title: 2nd Line Service Desk – Client Specialist

Hours: 2pm-10pm

Department: Service Operations

Responsible to: Service Desk Supervisor

Location: Whiteley Head Office

Overview: To remotely support a wide number of our customers via the telephone and remote management. Offering excellent and prompt customer service and representing TMCS in a professional and courteous manner. Understanding when and how to escalate incidents and requests.

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Who We Are: Peach Technologies and Taylor Made Computer Solutions is one of the UK’s leading IT and communications services providers. Together the enhanced group combines market-leading connectivity, mobile, telephony services, and IT services.

Duties & Responsibilities:

  • To provide excellent customer care and support through efficient and organised ticket management
  • Ticket triage – assessing ticket priorities and escalating if required
  • Liaising with third parties and customers with regard to incident resolution and requests
  • Initiate complex back up restorations to include mailbox restores and DR

Process and procedures

  • Ensuring tickets are completed and closed off in line with company procedures
  • Following up on tickets that remain open and requiring work in line with company procedures
  • Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
  • Ensuring all activities align with ITIL procedures
  • Escalating in line with company procedures

Customer Experience

  • Handling customer queries and complaints in collaboration with Account Management team and providing excellent customer service
  • Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with Account Management Team
  • Assist Service Desk Supervisor in managing Service Desk in such a way as to deliver excellent customer service

Efficient and Effective Working

  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
  • Providing a communication link with other departments/sites
  • Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s
  • Carrying out any other ad hoc duties and/or projects as required by management in pursuit of company objectives

Essential Skills

  • A proven track record in managing customer relationships and providing excellent customer service in a customer delivery environment
  • The ability to push back and say “no” when expectations are not aligned with the correct/agreed/sold solution
  • Good understanding of Enterprise hosting solutions and outsourced services
  • In depth knowledge and understanding of RMM system and TMCS ticketing system
  • ITIL Foundation Certified
  • Strong understanding and technical background in an MSP
  • Technical Skills
    • Windows configuration and support experience (MCSA)
    • Microsoft Exchange configuration and support experience
    • Active Directory configuration and administration
    • Strong networking skills
    • Citrix Server support experience (CCA or above preferred)
    • Cisco Router support experience (CCNA or above preferred)
    • HP ProLiant Server Hardware support experience
    • VMware support experience (VCP an advantage)
    • Storage technologies Netapp, (HP Sans, EMC)

Desirable

  • Technical skills:
    • MCTS
    • MCSA
    • CCA
    • CCNA
    • VCP

Key Relationships

  • Service Desk Supervisor
  • Technical Services Delivery Manager
  • Account management team members
  • Service Transition personnel
  • Service Operations personnel
  • All TMCS customers

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    Taylor Made Computer Solutions have proven themselves to be a strategic IT partner for our team at Portsmouth NHS trust and we have started to see the benefits of such an arrangement.
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    Matts visit to us yesterday at the outdoor sports centre was brilliant. He came in to setup some laptops for us. He was very helpful, made sure everything was working 100% before he left also took away a few actions to complete which he couldn't do whilst on site.
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First Time Fix

The SupportDesk on average resolve 94% of all tickets within 4 hours without the need to escalate them to our 2nd line engineers.