First Line Incident Management Specialist

About the job

Job Title:            First Line Incident Management Specialist

Reports to:            First Line Incident Management Team Leader

Department:            Daisy Communications

Hours of work:            Monday to Friday – hours between 08:00/18:00 – 37.5 hours

Objectives

To present a professional high level support function for our customers. The team is a first to last point of contact for customer incidents and the applicant will be expected to take full ownership of an incident until resolution. To maintain quality and consistency of the customer experience, in line with a high standard of technical response to incidents and service requests reported by customers. To perform advanced diagnostics to identify the best possible resolution or next step escalation path. This applies to all the diverse range of products that Daisy provide, as all incidents are handled by this helpdesk.

Responsibilities

•    Good understanding of all products and management of faults across the Daisy product portfolio.

•    Knowledge of PSTN, ISDN, ADSL, FTTC and FTTP (these are some of our core products).

•    Understanding of the care levels, associated SLAs and setting clear expectations with customers.

•    Awareness of SLA breach processes and escalation paths.

•    Thorough diagnostic checks to establish the root cause of a fault and then execute the right corrective action.

•    Knowledge of supplier portals and logging/updating of faults on the portals.

•    Strong communication skills with the ability to explain things in a clear and concise manner, both verbally and in writing to both internal and external customers.

•    Sound understanding of what is covered under a customer maintenance agreement, knowledge of different system types and associated care levels.

•    Ability to establish if a customer has partial, intermittent, or total loss of service and prioritise effectively.

•    Good understanding of hosting products and domains.

•    Understanding of VOIP/SIP technologies with ability to diagnose and progress faults.

•    Understanding of EFM/Leased Line technologies with ability to diagnose and progress faults.

•    Demonstrate a positive outlook and be able to give/receive constructive feedback and lead by example.

•    Handling complex queries and customer escalations, taking full ownership through to identifying solutions or handing across to the relevant 2nd line function.

•    Be vigilant for possible fraudulent activity and if necessary raise a security incident report using the template accessible via the corporate Intranet.

•    Periodically review Daisy Security Policies – centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.

•    Carry out any ‘ad hoc’ assignments as and when required.

•    To be compliant with health and safety company policy and legislation.

Knowledge, Skills, Experience

•    Excellent organisation skills along with good time management.

•    Effective case/ticket management.

•    High level accuracy with attention to detail.

•    Excellent troubleshooting skills.

•    Articulate, personable and a good communicator/team player.

•    Ability to handle multiple tasks and prioritise workloads.

•    Understand the importance of confidentiality and adhere to and respect this at all times.

•    Displays a can-do attitude and have a flexible approach to work in accordance with business requirements.

•    Good understanding of networking, TCP/IP, WAN/LAN, WiFi

•    Knowledge/experience of Cisco/Huawei managed solutions is desirable

•    Working towards CCNA or networking qualification desirable 

•    Knowledge/experience of VOIP/SIP technologies is desirable 

Working Location/Environment

Nelson

This role will require you to do a mix of home and office working, therefore you must have a suitable workspace, including a suitable desk and chair. To apply for this role, it is a necessity to comply with the above.