It Customer Support Officer
CurrentMay 2009 – Present IT CUSTOMER SUPPORT OFFICER (Internal Promotion)Ensures efficient and timely resolution of incoming incident and service request calls to Service Level targets. Works within an ITIL Framework in a dual second/ first line role. Builds strong working relationships with customers at all levels providing technical, administrative and user support. Maintains ownership of logged calls progressing incidents to resolution. Liaises with internal and third-party support to ensure customer satisfaction and to increase personal knowledge and experience.Compiles monthly performance reporting statistics for senior management and directorate. Promotes a Continuous Service Improvement culture throughout the team and wider department by conducting proactive problem management reviews. Identifies and implements improvements to services, systems and methods to standardise support processes. Contributed to the Service Desk improvement plan, leading to achieving ‘best in class’ customer satisfaction.Responsible for all Change Management process documentation including timely preparation of the weekly Change Management (CAB) meeting agenda and updates. Represents the Service Desk at the meeting to ensure that recommendations are accurately applied and any potential disruption to service is clearly communicated to those affected.Monitors automated operations and processes to ensure they complete successfully and on time. Carries out corrective event management where scheduled jobs have not completed correctly. Identifies and restores data from backups where requested.Coordinates and manages the Service Desk knowledge management system. Authors and maintains clear, high-quality documentation for the support of both end-users and Service Desk team. Undertakes the role of Major Incident manager to maintain lines of communication on incident progress to personnel affected, liaises closely with all stakeholders to ensure timely restoration of service.
