Job Description

:About our client:Our client, with 15+ years of experience, maintains a startup's energy. They prioritise client and staff relationships, fostering innovation and collaboration in an Agile environment. As a Microsoft-aligned organisation with proven Azure capabilities, they offer flexibility and remote work options, as well as generous leave policies. Growth and learning is encouraged which ensure both personal and professional development.What you will be doing:

• Review and prioritise incoming support tickets, ensuring to address impact, urgency, and customer needs.

• Assign tickets to the appropriate queues based on skill sets, issue urgency, and resource availability, and efficiently triage user support issues.

• Engage directly with customers to resolve their tickets, striving for first-call resolution and gathering additional information when needed to enhance their experience.

• Monitor real-time ticket volumes, identify trends, and create insightful reports to improve resolution times, while proactively alerting management of any escalations or potential service disruptions.

• Be the friendly first point of contact for user phone calls, acting as a liaison between clients and the Technical Team and translating technical information into easy-to-understand terms.

• Resolve incidents using known solutions from the knowledge base, ensuring you deliver exceptional customer support.

• Collaborate closely with IT professionals to ensure timely ticket completion within SLAs and partner with suppliers and vendors to resolve client issues.

• Keep accurate documentation of support activities, resolutions, and client interactions.

What you need:

• A relevant tertiary qualification would be beneficial.

• Business or operations qualification is advantageous.

• 3 years of experience in a similar environment and industry.

• Experience with Microsoft 365 as well as ticketing systems.

• Ability to work effectively in a team and thrive in a fast-paced environment.

• Strong logical reasoning skills and a self-starter attitude.

• Excellent attention to detail and a commitment to follow through on tasks and requests.

• Demonstrate ownership and responsibility for delivering high-quality service.

• Excellent verbal and written communication skills, with the ability to actively listen to client needs.

• Technical background or familiarity with technology concepts is a plus.

• Willingness to travel locally and nationally to support business and client needs.

• Understanding the importance of client confidentiality and ensuring secure protection of privileged information and data.

Job ID:

• J106759

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Parvana Strategic Sourcing