This role involves providing the first level of support, with a focus on delivering firsthand assistance for store systems.
Keeping the user informed of progress
Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages
Closing all resolved incidents, requests, and other calls.
Resolving incidents/service requests when first contacted, whenever possible […]
Escalating incidents/service requests that they cannot resolve within agreed timescales.
Identify and suggest possible improvements on procedures
Conducting customer/user satisfaction...