Responsible for the successful delivery of a high-quality IT Service Desk and IT Operations to an external client.
Engineer Performance, Ticket Management and Service Improvement initiatives will largely form the makeup of your day, pitching in to help on tickets where needed. A proactive nature for problem solving is therefore advantageous alongside a strong sense of initiative and responsibility.
Liaising with Senior Management, you will ensure that a joined-up approach to service delivery is meeting client expectations and the Ekco Values. It’s for these reasons we need to ensure that Customer Service is at the forefront of everything we do, with communication being the driving factor to meet client expectations.
Key Responsibilities
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Manage a team of IT Engineers delivering remote IT Support
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Maintain tickets in accordance with client SLA's
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Highlight service improvement initiatives and drive these through engineers
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Distribute, escalate and progress tickets where necessary through the ticketing system
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Produce and provide basic KPI's and reporting for the team to ensure the client and Senior Management
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Produce knowledgebase articles to improve support your engineers
The person
As you will be directly managing engineers who are the heartbeat of our business, your personal profile will shape the experience our clients receive. You will be technical and have extensive technical experience in previous role(s). The below areas are key to us;
- A technical support background is mandatory (ideally in an MSP environment)
Key Technology experience in
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VMware
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Windows Server
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VXrail
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NetApp
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Veeam
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Citrix
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Strong management skills
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Approachable and likeable – Always happy to help
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Customer centric with great people skills
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Proactive and positive approach to problem solving and client interaction
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An eye for data and detail; producing reports and identifying trends will be critical to the success of the role
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Ability to work under pressure and handle difficult situations
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Happy to work autonomously and ask for help when needed