Candidatul Ideal
- Excellent understanding of English – spoken and written;
- Confidence in speaking to users directly;
- Troubleshooting experience in a support environment;
- Basic networking skills required;
- Basic Audio-Visual knowledge preferred;
- Strong experience working in a service desk or incident management environment preferred.
Descrierea jobului
- Act as initial point of contact for all end-user support requirements;
- Incident logging and tracking;
- Updating of the SCC Incident Management tool (ServiceNow) with the information provided by the customer;
- End-to-end event management, including third parties, follow-ups and event resolution, RMA’s, collections;
- Attempt to resolve as many incidents as possible at first point of contact offering advice and guidance;
- Monitor mailbox in accordance with OLA’s and SLA’s;
- Check level of support the customer is entitled to and asses if the request/incident is chargeable or covered by support contract;
- Troubleshooting and remote resolution using the agreed remote management tools;
- Allocate and book a field service engineer visit when required to resolve requests or incidents;
- Request supplier quotes and customer-facing quotes from designated teams to be presented to the customer and obtain approval (PO);
- Schedule an engineer visits as per the preventative maintenance plan agreed with the customer; Monitor when visits are due, then plan accordingly;
- Perform daily checks on SCC or Customer infrastructure;
- Monitoring customer endpoints using SCC standard tools.
Descrierea companiei
Who we are
SCC is the technology division of Rigby Group PLC, a family owned and operated business with interests in aviation, airports, hotels, property development and financial services.
What we do
We enable people to do business by planning, supplying, integrating and managing IT for leading public and private sector businesses across Europe. We serve over 2500 customers in more than 50 countries and operate out of 75 locations in the UK, France, Romania and Spain.
Our areas of expertise include hardware, software, networking, IT security, Cloud, data centre services, print management and mobile devices.
Our mission: to make IT work for our customers to improve the way they do business, deliver quality IT solutions and services that change the way businesses do business, deliver long-term profit to invest back into the business and nurture a winning network of partners to create enduring value to our customers.
*Thank you for choosing to contact us. By sending your resume, you agree to our processing of your Data for recruitment purposes (where Data refers to your personal information such as your name, phone number, email address and your resume). We assure you that your Data will be used for recruitment purposes only, for a retention time of 5 years or until you decide to withdraw your consent, at any time, by sending an e-mail to cariera@scc.com. Also, you may contact us on the same e-mail address to exercise any of the rights granted by GDPR (Regulation 2016/679).
We are SCC – great things happen when we work together!
