Job Description Summary

　　Reporting to the MMC Shift Manager, you will be part of the MMC Operations Level 1 team, supporting Mission Critical infrastructure for Ensono's clients. Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients' infrastructure.

　　The 1st Line Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:

　　• Managing all tickets logged into the queue

　　• Managing client communication on all assigned tickets

　　• Conducting proactive and reactive incident and event management

　　• Reducing the number of repeat issues through root cause analysis

　　• Building strong client relationships by becoming a point of contact for clients

　　• Working with internal departments to mitigate client concerns and resolve incidents

　　Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - 'Ensono University', you'll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

　　Respond to client issues received by telephone, voice mail, e-mail and via the customer portal

　　Manage and complete scheduled tasks on time

　　Ensure effective client communications take place

　　Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate

　　Advise the Team Lead and/or Shift Manager of emerging issues

　　Adherence to ITIL processes

　　Contribute documentation to the shared knowledge base

　　Ensure all changes are documented through the change management process

　　Execute change management tasks in line with defined processes

　　Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients

　　Assist and mentor team members in Ensono's structured approach to troubleshooting problems

　　Act as a role model and mentor for fellow team members

　　Set up client and internal bridge calls as requested

　　DG office team only - provide emergency DC escort services (EGV)

　　Knowledge

　　A basic to intermediate understanding of Infrastructure technologies including Unix, Microsoft Windows Server, Storage/Backup and Networking.

　　Demonstrable experience of working in an IT infrastructure focused helpdesk role.

　　Basic technical awareness of IT server infrastructure

　　Knowledge of the ITIL framework desirable

　　Additional preferred knowledge: VMware, AWS/Azure

　　Skills

　　Excellent customer service skills

　　Excellent demonstrable written and verbal communication skills.

　　Confidence in liaising with other personnel

　　Ability to multi-task and work well under pressure

　　Good team working skills essential

　　Ability to document processes and procedures in a clear, concise and logical manner.

　　ITIL certification desirable

　　Able to communicate in groups with confidence and conviction

　　Experience

　　At least 12 months experience in an IT role i.e. Helpdesk

　　Knowledge of a call management system and its function

　　Knowledge of ITIL and its function within IT

　　JR009845