Primary Job Function

  1. To manage all incidents and customer requests from receipt to resolution and closure
  2. To complete daily server monitoring checks in line with company procedure
  3. To ensure service level agreement standards are met
  4. To promptly complete any admin paperwork and documentation
  5. Keep accurate records of all site information using IT Service Management tools
  6. Promote best practices and adhere to change control process
  7. Accurately plan and organise working week
  8. Submit Weekly Performance reports and attend Weekly Performance meeting

Additional Responsibilities

  1. Receive and log fault calls on behalf of customers using internal IT Service Management tools ensuring accurate records of faults and resolutions are recorded
  2. Ensure customers are charged correctly and that accurate records of contracted time usage are recorded
  3. Identify potential sales opportunities and ensure followed through with relevant account handler (s)
  4. To work with sales solutions team on site solutions, project planning and implementation
  5. Encourage and support customers in using self-service systems to log, update and receive updates of service
    requests
  6. Escalate support instances to 2nd line technical support where applicable whilst adhering to escalation
    procedures
  7. Attend to and respond to onsite / remote commitments punctually
  8. Abide by any reasonable request from a manager
  9. Abide by and follow company procedures at all times

Job Standards

  1. Record 30 hours of work per week
  2. To respond to 100% of support requests within standard SLA
  3. To identify 1 sales opportunity per week
  4. Complete all admin paperwork and documentation within 24 hours of completion
  5. Attend to and respond to onsite / remote commitments within 30mins of agreed time
  6. Provide accurate documentation of planning and organisation for the working week on a weekly basis

Job Targets

  1. Record 35 hours of work per week
  2. To respond to 100% of support requests within target SLA
  3. To identify 3 or more sales opportunities per week
  4. Complete all admin paperwork and documentation within 8 hours of completion
  5. Attend to and respond to onsite / remote commitments within 15mins of agreed time
  6. Provide accurate documentation of planning and organisation for the working week on a daily basis

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01737 228 208

Sweethaven House, Trehaven Parade,
Woodhatch, Reigate, Surrey, RH2 7LL

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