The purpose of the Senior Support Analyst role is to diagnose, evaluate and resolve complex client problems or, when appropriate, escalate or route to specialist team members and/or third parties and in doing so enhance our relationship with clients.
Provide exceptional customer service in person, via phone and email as appropriate
Monitor Service levels against contractual SLA and ensure customer expectations are exceeded
Resolve help desk issues including troubleshooting data, software, managed service and hardware
Work with developers, managed service and infrastructure technicians to ensure methodical approach to issue resolution.
Work with team and clients to establish root cause, identify trends and recommend mitigating actions that can, over time, reduce the number and severity of tickets raised.
Proactive communication with clients.
Look for ways to enhance the day to day support process to optimise efficiency and service to clients.
For further information, please apply now.
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