PRINCIPAL DUTIES AND RESPONSIBILITES

• Demonstrate high levels of customer care behaviours at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service
• Manage workload to ensure that assigned activities are completed within defined SLA/OLA
• Identify ways of improving productivity and lowering costs which provides enhanced service value for Customer and/or cost savings
• Actively participate in a program of Continuous Service Improvement taking ownership of actions that deliver results
• Capture regular feedback regarding issues escalated to the Client Support team
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to
• Work in partnership with global management to ensure processes and procedures are relevant and effective
• Ensure product knowledge is kept up to date in order to support continuous improvement initiatives
• Effectively use and manage Service Now to handle and update tickets
• Administer Secure-ID authentication tokens to both internal and external customers and deal with any queries arising – approximately 50% of time
• Low level technical assistance to 3rd line support team – approximately 50% of time
• Work across lines of service to ensure a coordinated approach to providing support for the customer
• Cooperate with other deskside support teams and 3rd parties to ensure all services are delivered within service level targets and according to best practice
• Actively build and develop excellent working relationships with all members of the team to ensure a professional approach to day-to-day activities
• Support colleagues by sharing knowledge and assisting them in the successful delivery of common objectives
• Identify ways of improving productivity and lowering costs which provides enhanced service value for accounts and business areas