Incident Support Specialist

This role resides within FourNet Service Desk, we’re looking for Incident Support Specialist who will be responsible for inbound and outbound communication with our customer base. Our customers will contact the FourNet Service Desk to report incidents, request support and general queries. The successful candidate will be responsible for logging our customers Incident, Request or Query in our ITSM and managing ongoing communication.

In addition our Service Desk is developing as a technical T1 team and you will be tasked with 1^st line management of incidents and move adds and changes with support from T2 & T3.

The pathway for this role is to develop and become one of our technical product specialists.

Scope of responsibilities

1. 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.
2. 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.
3. 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.
4. Escalate and maintain cases raised with support partners including regular updates to the customer.
5. Assist the Service Desk Manager, Team Leader or Service Delivery Manager with major incident and problem management support to difficult, high profile customer issues.
6. 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.
7. 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.
8. Building a rapport and an efficient support process with our suppliers and any other third party that may become involved in a case.
9. Managed service reporting for high profile customer, this will involve;
   • Creation of managed service report each month via PowerPoint
   • Use of Virsae ESP – (this is our monitoring system, training provided)
   • Trending on availability & capacity reporting
   • Trending on cases and issues for the month
10. Monitor and record all service desk alarms pro-actively. Complete trending and work on proactive management of your tier 1 customers.
11. 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)
• Evidence of strong customer focus and passion for delivering service excellence and commitment

Personal Attributes/Skills

• A can-do attitude
• Excellent telephone manor
• Ability to meet strict deadlines
• Positive attitude when working under pressure
• Team player
• Problem solver
• Excellent communication skills – both written and oral