Job Summary
This role is responsible for ensuring that Service Levels are achieved, by providing prompt and effective resolution to incidents and problems that require specialist technical skills to resolve across our client base. They also work closely with the Infrastructure, Operations and Delivery teams to ensure that new systems and services are implemented smoothly, are configured, and maintained so that through their lifecycle they operate in a robust and effective way for the business.
The roles will support our Customers in Germany - it is a requirement of the role to speak Fluent French
Key Accountabilities
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* Providing detailed advice and guidance to all customers in the effective use of systems, products and services covered by the team
* Identify and investigate problems to diagnose underlying causes and help customers to recover and continue operation
* For all requests that cannot be resolved immediately, provides an effective interface between customers and service providers supplying all necessary diagnostic information, according to established procedures
* Uses judgment to set priority for resolution, monitor progress and apply escalation procedures for problems not progressing satisfactorily
* Management of all customer Incidents and Requests ensuring all calls are resolved within agreed timescales and escalating where necessary.
About you:
Essential
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Maths, English and ICT skills and experience with Word and Excel
* Good attention to detail
* Organised and able to prioritise tasks
* Excellent communication skills with a professional telephone manner
* Ability to demonstrate a practical approach when faced with problems or challenges
* Must be committed and willing to learn
* Enthusiastic and Self-Motivated
* Excellent timekeeping, reliable and trustworthy
Desirable
* Have experience of a working within a Network environment or Support Desk
Why Evolve?
At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.
We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far
Salary description
£26000.00 - £28000.00 per year