Managing Incidents and Requests (Cases) in line with Case Management Process and ITIL best practices.
Ensuring Incidents and Requests are responded to within the customers Service Level Agreement (SLA).
Provide an effective, professional response to Incidents and Requests in line with Keeping The Customer Informed Process. Ensuring a seamless level of customer service and support is offered throughout the customers supported hours.
Setting and managing expectations to end users on timescales for next steps on incidents and requests to progress them to resolution.
Be familiar with following processes, reviewing knowledge articles, online support material and utilising others expertise to provide a 1st Time Fix wherever possible.
Escalating Incidents and Requests when required to internal resolver groups (2nd and 3rd Line) or external parties, managing/working with all resolver groups through to resolution.
Contribute to the Service Desk Knowledge Base, submitting articles and highlighting missing/incomplete areas.
Requirements:
Customer Service Skills: Empathise with users, display active listening skills, polite telephone manner.
Experience managing/handling Incidents, Requests or Cases in an ITSM Toolset such as ServiceNow.
Experience using Jamf Pro and/or Jamf School using Smart and Static Groups, Deploying Apps, Renewing DEP, VPP and APNS Certificates. Using Policies and Configuration Profiles to any extent would also be desirable.
Experience troubleshooting macOS and iOS issues at both Hardware and Software levels.
Experience troubleshooting Windows 10 and 11 issues at both Hardware and Software levels.
Experience using Active Directory (AD) and Microsoft 365.
Experience using Backup solutions such as Syncovery and Veeam would be desirable.
Experience InTune for either User/Group Management, Device Enrolment or Registration would be desirable.
