Vacancy: IT Customer Service Agent
As IT Customer Service Agent you will be working within the IT Support Team based at the Gunwharf Head Office.
The role is pivotal to ensuring the delivery of excellent Customer service to all employees at Wightlink.
You will be working collaboratively with all business departments to ensure the continued availability and performance of the IT systems and services delivered by the IT and Innovations Department. The delivery of tasks within a timely and organised manner is key to this role. A flexible approach, working alone or part of a team is essential.
Portsmouth Gunwharf Head Office
Permanent role
Key elements of the role are:
- Responding to incoming calls, e-mails, portal tickets and in person requests within the response SLAs
- Monitor all live feeds of the Port Operational IT Services, ANPR systems, ticket kiosks, etc raising tickets if applicable for the IT Support Team to resolve
- Assisting 1st Line Support, you’ll be taking calls from internal staff and crew, raising tickets and assigning them
- Providing telephone support to colleagues at other locations
- Logging all incidents and requests on a dedicated IT service Management tool
- Ensuring all incidents and requests are managed in line with policy and procedure
- Escalating incidents and requests to the wider Support team
- Working in collaboration with other departments to ensure business initiatives are met to deliver customer expectation
- Providing management with reporting and data when required
- Departmental administration support, including purchasing/invoicing
- Review the IT knowledge base document to validate it is current, working with the IT Team to update as required
- Schedule regular documentation, process and policy reviews and housekeeping
- Review and maintain IT Asset Database
