Incident Support Specialist

Location: Manchester

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To co-ordinate and manage Service Desk cases pro-actively, liaise with our customer’s and support our engineers to ensure high quality service, as well as work closely with our Managed Service team to ensure all reporting is correct and delivered in a timely manner. The Incident Support Specialist will be responsible for finding the correct resolver group for all types of Service Desk Tickets. Managing customer interaction and expectation, Third Party Liaison and Change Controls and Incident Reporting.

As the front line of the Service Desk, the Service Desk Co-Ordinator will provide value to FourNet Customers by delivering high quality Customer Service, pro-active thinking and a can-do attitude; ensuring operational excellence is achieved at every point in the lifecycle and the service are consulted within the customer SLA’s.


Scope of responsibilities

  • FourNet Service Desk’s primary point of contact for assigned customers, ensuring effective communication between FourNet and its customers is maintained for service-related issues and requirements.
  • Build strong customer relationships to ensure an excellent FourNet Service Desk experience for assigned customers and to maintain a FourNet Customer Satisfaction rate of >95% by ensuring SLAs and KPIs are achieved, preferably exceeded.
  • Allocate new Service Desk cases to the relevant resource based on skillset, availability and priority of the case. Keep the customer updated through the full life cycle of the case.
  • Escalate and maintain cases raised with support partners including regular updates to the customer.
  • Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
  • Proactive management of cases, following up with resolver groups to ensure case is managed through to a successful resolution, liaison with customer, management of third parties.
  • Ensuring cases are updated every day and responded to within SLA and where appropriate Resolution Targets are met. Including management of Engineers cases.
    • Liaison with Service Delivery Managers where contracts define penalty clauses.
  • Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
  • Managed Service Reporting for high profile customer: this will involve;
    1. Creation of Managed Service Report each month via PowerPoint
    2. Use of Virsae ESP – (This is our monitoring system, Training Provided)
    3. Trending on Availability & Capacity Reporting
    4. Trending on Cases and Issues for the month
  • Monitor and record all Service Desk Alarms Pro-actively. Complete trending and work on Proactive Management of your tier 1 customers.
  • To act as a Major Incident Manager (MIM) in P1 and P2 scenarios

Technical Profile

  • Strong Customer Service, Organisational and Strategic Planning Skills
  • Previous Service Desk experience (desirable but not required)
  • ITIL Foundation Certificate (beneficial but not necessary)
  • Excellent communication skills – both written and oral
  • Evidence of strong customer focus and passion for delivering service excellence and commitment
  • A Can-Do attitude
  • Excellent Telephone manor
  • Ability to meet strict deadlines
  • Positive Attitude when working under pressure
  • Team Player
  • Problem Solver

Personal Attributes/Skills

  • Communication – Communicates clearly and concisely in the most appropriate way. Listens to others and uses appropriate questioning skills.  Communicates effectively both face to face and on the telephone.  Can structure information clearly in written form.
  • Interpersonal Skills – Collaborates with others to achieve a common goal. Is supportive and flexible and shows empathy and understanding.  Can influence and persuade others and is able to give and take constructive feedback.  Works as part of a team.
  • Personal Effectiveness Displays a disciplined and positive approach, persevering when faced with obstacles. Displays self-motivation, initiative and commitment, and takes responsibility and ownership for their actions.  Displays self-confidence and presents his or herself in a professional manner.
  • Resource Management – Identifies and plans resources efficiently and to the standards agreed. Sets a clear direction and work plan and anticipates potential problems and makes contingency plans.  Understands and respects resource limitations.
  • Business Awareness – Is aware of current company direction and priorities. Keeping abreast of developments in the market place, technology and product range.  Is aware of company, departmental and team objectives.  Can identify key customers and is aware of competitors.  Understands and observes company standards.
  • Decision Making Has the ability and willingness to make effective decisions. Seeks the relevant information from all sources and adopts a logical process to analyse and evaluate information before making a decision.  Takes ownership of decisions made.
  • Innovation and Creativity – Shows a willingness to take a different approach and contribute ideas. Identifies different ways of doing things and is open minded and prepared to build on existing methods and approaches.  Can put new ideas into practice.
  • Problem Solving – Collects and analyses relevant information. Is able to locate the problem and can determine and remove the cause.  Is able to rectify the problem and check the result.

Traits and Behaviour

  • Focus on customers –Committed to providing the best service to our customers in all that they do.
  • Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human’.
  • Can Do Attitude – Takes personal responsibility for getting things done.
  • Growth – Proactively seeks ways to improve and grow the business.


This job description is intended as a general indication of the main responsibilities of the job and does not include detailed instructions on how tasks are undertaken.  You may be required to carry out additional tasks within your capability as necessitated by your changing role within the organisation and to meet the needs of the business.


If you’ve got what it takes to be part of our award-winning team apply today!

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