Career opportunity

Department: Technical Services
Location: Bedford
Reporting to: Intel BAU Supervisor

Job summary

To provide Intel Level 1 support for all internal and external customer requests ensuring the delivery of exceptional service to our customers 24/7. To contact customers on 1st level response.

Managing the daily operational tasks for our Managed Service customers, including incident, change and request. Monitoring alerts, raising calls and resolving tickets in a timely manner or escalate where necessary to 2nd line.

Dimensions

A technical team to provide first line customer support 24 hours a day.

  • To primarily provide level 1 Intel technical support and work as part of a team providing 24/7 Intel Level one cover
  • To provide out of hours 1st line support for Networks, Unix, Itheon team escalating to the necessary resolver group
  • To develop Intel technical skills working alongside the Intel Team
  • To identify automation opportunities within the Intel Operational team
  • To provide support handling customer emails raising incidents, changes and requests for Blue Chips managed Service Desk function 24×7.

Key result areas

  • To be able to proactively resolve 1st level incidents.
  • Ensure processes and procedures are followed at all times to deliver robust exceptional service to all customers.
  • To pass incident tickets not resolved within the given time frame effectively to the senior Intel team.
  • To establish and maintain high levels of call ownership.
  • To manage and progress all calls to a satisfactory conclusion, using the Blue Chip call management system, ensuring that appropriate parties are kept up to date on call progress.
  • To understand customer business requirements and to facilitate the provision of exceptional customer service.
  • Utilise the capabilities of the internal Service Desk systems, ensuring incidents or requests have enough detail to be able to escalate to the next level.
  • Own, manage and implement incidents, changes and service requests in line with SLA’s to a high level to ensure customer satisfaction.
  • Assist with any project work that requires operational input.
  • Deliver required shift cover, as described in the T&Cs of 12 hours shift rota covering 24×7.
  • To be fully conversant with the core functionality of the Blue Chip support systems including backup and patching technologies.
  • Utilise our monitoring and system management tools to make sure customers experience a continuous service.
  • To constantly review working practices and process and propose service improvements for customers and Blue Chip.
  • Manage the NOC during the night shift and at weekends.
  • Monitor BMS and Performance management board.
  • Deliver hands and eyes tasks out of core business hours and weekends.
  • Manage tapes whilst working at the data centres.
  • Manage PCI access including keys, checking cabinets and escorting when required out of core business hours.
  • To establish a quality working relationship with end users and ensure that their problems and requests are dealt with in a timely fashion.
  • To recognise when to escalate issues and opportunities in a timely and appropriate manner.
  • Ensure compliance with all applicable company policies and procedures, ensuring agreed SLAs are attained in all areas.
  • To have clear and consistent communication with other team members.
  • To monitor and manage Itheon alerts as per procedures including the raising and assignment of incidents when required.
  • To understand and fulfil the responsibilities for secure management of personal data of both internal and external customers in line with the EU General Data Protection Regulation 2018.

Key personal requirements

  • Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.
  • Understanding of Intel technologies including but not limited to Windows Server Operating Systems, Backup Systems, Patching Systems etc.
  • High levels of commitment and ability to take action when necessary.
  • High levels of customer service skills.
  • Ability to follow policies and procedures, attention to detail, ability to prioritise a varied and busy work load and be a quick learner.
  • Previous operational experience required.
  • Flexible attitude towards work; working additional hours when required at short notice to meet business needs.
  • Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
  • Self-motivated achiever who gains satisfaction from providing excellent customer service.
  • An ITIL qualification is preferable but not essential.
  • Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity.
  • Encourages and gives credit to others for their contributions and puts the attainment of team goals ahead of individual objectives.
  • Flexibility, open to change and able to multi-task.
  • Passion and commitment to engaging customers and stakeholders.
  • Positive and enthusiastic, even when faced with challenges or conflicting priorities.

 

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