Job description

Overview: You will be responsible for carrying out first line support activities for our customer BlackRock working within a UK based team in conjunction with the IPSoft team in the US.
You will provide support on a rota basis covering 8am and 8pm, Monday to Friday (shifts 8am-4pm, 10am-6pm, 12pm-8pm).
Responsibilities:

• Utilise customer provided tools to handle inbound contact from end users (phone, email, chat), document troubleshooting, resolve the issue or escalate to second line teams within the required timescales to achieve SLAs targets.

• Carry out initial triage of the incident utilising troubleshooting skills and use the Knowledge base to determine the appropriate action to achieve a timely resolution.

• Manage your pending tickets ensuring these have been updated/resolved as per BlackRock procedures.

• Understand and respond to feedback from ticket quality reviews.

• Monitor announcements to ensure you have the latest information regarding outages and procedure updates.

• Work to defined shift patterns including lunch times and break times. Understand and follow the procedures for notifying absence and requesting holiday.

• Complete mandatory training as required.

Qualifications: Essential:

• Experience working in a 1st Line IT Support environment
• Excellent communication/ customer service skills and experience
• Experience working with ticketing systems especially ServiceNow
• Knowledge and understanding of Contact Centre operations
• Experience using communications solutions such as Jabber
• Experience using Chat software
• Knowledge and understanding of working to defined SLAs/KPIs
• Ability to learn new skills while following agreed operating procedures
• Positive and enthusiastic team player
• Logical approach to problem solving
• Attention to detail
• Ability to work under pressure to agreed targets in a fast-paced environment.

Desirable

• Knowledge of Outlook, Microsoft Teams, Jabber, Citrix, VPN, Webex, Virtual desktop and general end user support skills.

Job Type: Contract

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