3rd Line ServiceDesk

Job Summary:

  • To provide excellent customer service and support through efficient, organised call and ticket management
  • Liaising with customers and third-party support organisations with regards to incident requests and resolutions
  • Initiating complex back up restorations to include mailbox restores and DR
  • Providing resolution to incidents and requests, to include (but not limited to):
    • Detailed LAN and WAN troubleshooting
    • Strong desktop support knowledge across all operating systems
    • Strong server operating system and server application support
    • In-depth working knowledge of our managed solutions, including managed backup, antivirus, web and email filtering platforms

Responsible to: Technical Service Operations

Location: Whiteley, Hampshire

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Job Description

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
  • Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with all Teams across the business
  • Assist the Operations Manager 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
  • Managing resources for engineering tasks and Service Delivery activities (P2 post PSA)
  • Assist the Head of service operations and Service Desk Supervisor in ensuring staff skill matches workload to optimise workforce utilisation and maximise productivity
  • 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
  • Strong technical skills in all areas
  • A strong understanding of the Windows server stack of applications such as Exchange server 2010 upwards, SQL, Windows server 2008 R2 upwards
  • A good understanding of Citrix and Netscaler
  • A good understanding of Networking up to CCNA standards
  • A good understanding of WAN systems and router configuration
  • In depth knowledge and understanding of RMM system and TMCS PSA

Desirable

  • Windows and Mac OS configuration and support experience (MCDST / MCP or above preferred)
  • Windows Server 2008, 2012 and 2016 configuration and support experience (MCSA / MCSE preferred)
  • Microsoft Exchange 2007 / 2010 / 2013/16 (Certifications preferred)
  • Active Directory configuration and administration, strong networking skills
  • Citrix Server configuration and support experience (CCA or above preferred)
  • Cisco Router and IOS configuration and support experience (CCNA or above preferred)
  • HP Proliant Server Hardware configuration and support experience
  • VMWare support experience (VCP an advantage)

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Taylor Made understand the importance of delivering support on time

Portsmouth NHS Trust
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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First Time Fix

The SupportDesk on average resolve 95% of all tickets within 4 hours without the need to escelate them to our 2nd line engineers.