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Providing 3rd line technical support to 800+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices Provide escalation support to the 1st and 2nd line support team Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues Supporting company hardware and software Allocating more complex calls to the relevant teams where appropriate Logging incidents with our external 3rd party service providers Aiming to respond and resolve 95% of incidents within the SLA Support in the delivery of tech support projects Carry out regular checking of backups, infrastructure, security measures and systems Assisting in updating the Technology knowledge bank and supporting knowledge sh...
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