The role
You’ll be responsible for triaging, investigating, and resolving customer tickets, making sure issues, requests, and changes are handled efficiently and with the customer outcome front of mind. When needed, you’ll elevate tickets to the right teams to ensure the best possible resolution. You’ll take ownership of request, incident, and change tickets, managing them end‑to‑end and keeping customers informed throughout. You’ll be accountable not only for delivering a great customer experience, but also for working closely with your team leader to maintain high service standards and support the wider team.
What will I be doing?
- Work with the team leader on any quality related issues
- Understand, maintain, and deliver the current service desk procedures
- Drive continuous service improvement within the team
- Manage a customer ticket both technically and procedurally via Phone, Email or Web portal in line with defined SLAs and KPIs
- Escalation and pro‑active chasing of Vendors and external support groups
- Manage ticket queue and assist other team members where appropriate
- Responsible for assessing and implementing Standard Changes as well as implementing normal changes
- Carrying out scheduled customer work out of hours
- Completing migrations using Azure Migrate
What will I bring to the role?
- Previous experience in a service desk environment
- Working knowledge or an awareness of public cloud (Azure/AWS)
- A passion for technology and a customer obsessed approach
- Eligibility for HMG Security Clearance (5 years minimum of UK addresses is required for this)
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