Dave Templeman Email & Phone Number

Milton Keynes, United Kingdom

Key Skills;Active directoryWindows ServerMicrosoft ExchangeRSACitrixMobile devicesMicrosoft Office

Milton Keynes, United Kingdom

Computacenter is Europe's leading independent provider of IT infrastructure services, enabling users and their business. We advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers’ infrastructures. In doing this we help CIOs and IT departments in enterprise and corporate organisations maximise productivity and the business value of IT for internal and external users.• To receive and log customer call details onto the call management system• To resolve incidents remotely where possible• To accurately allocate incidents to other areas of support Update customers on incident progression• To escalate incidents where progress is not satisfactory / where SLA will not be achieved• Monitor outstanding call queues, ensuring that all incidents are fully updated• Perform and log planned checks (e.g. server backups, server capacity, device availability)• Fully understand the service Computacenter has been engaged to deliver in line with contractual arrangements• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion• Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales• Understand and operate the escalations procedures• Provide a high level of customer experience at all times