Challenges:
- To provide second line technical support to internal customers, assisting
them with hardware and application problems by phone, email, and face
to face. - To escalate complex queries to the relevant team member or
external support provider for resolution when necessary. - To deal with requests for user support from the helpdesk and ensure an
efficient, customer-focused response is provided and a high quality of
customer service is maintained. - To ensure that support calls are logged on the helpdesk system and
resolved within SLA. - To provide assistance and support to the first line IT Apprentice. When appropriate
guide, teach and advise where necessary and to be the point of escalation on helpdesk
tickets. - To process all IT procedures relating to staff joining, leaving, or moving within the
Association eg password, creation of email account, security access. - To be responsible for communicating effectively with third party
suppliers to resolve issues and improve SLAs. Logging third line support
calls, chasing when needed and acting as the point of escalation.
Solutions: We have implemented all the aforementioned requirements and challenges through OrbScope.