The primary purpose of this role is to serve as the initial point of contact for all end-user support requirements, ensuring efficient incident logging, tracking, and resolution. This includes updating the Incident Management tool (ServiceNow) with customer-provided information, managing events end-to-end, and coordinating with third parties for follow-ups and resolutions. The role aims to resolve incidents at the first point of contact whenever possible, providing advice and guidance to customers.

Key responsibilities:

• 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.

Skills and experience:

• 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.

What we offer:

• High-quality external and internal technical training with a dedicated training department.
• Reimburse certificates and tuition fees for qualifications that are part of your individual training and development plans.

Monthly benefits package:

Fixed benefits:

• Recommendation Bonuses for new team members;
• Private medical subscription; Work from home allowance;
• Transportation allowance;
• Easter/Christmas bonus;
• Bookster corporate library subscription;
• Career development opportunities.

Flexible benefits:

• Meal tickets;
• Vacation & cultural vouchers;
• Retail vouchers (eMAG, IKEA)

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