Summary Of The Position
Experienced Level 2 Support Analyst to oversee the transition of new clients and technology integration to our Level 1 and Level 2 support teams. Candidate with a proven track record of successfully managing client transitions, driving standard operating procedures, and providing technical mentorship to team members.
Key Accountabilities
- Take day-to-day responsibility for assigning incidents through the client's or PMC's incident management system.
- Conduct regular reviews of logged incidents, identifying trends and recurring issues to escalate to the Problem team.
- Lead the transition process for new clients and the integration of new technologies to Level 1 and Level 2 support.
- Ensure successful client transitions to PMC Level 1 and Level 2 support teams.
- Champion the implementation of standard operating procedures and support best practices within the team.
- Perform root cause analysis for complex and major issues.
- Share domain and technical expertise, providing technical mentorship and cross-training to new and existing team members.
- Resolve incoming technical issues within expected technical capabilities.
- Recognize the impact of non-delivery on PMC's reputation with clients.
- Develop and maintain a knowledge base for each new customer added to the Service Desk.
Please note that this role operates on a rotational shift basis to ensure 24/7 coverage and meet the business needs.
Skills and Experience | Essential
- Comprehensive understanding of the ITIL Framework (certification preferred).
- Proven ability to collaborate effectively with cross-functional teams.
- Demonstrated capability to mentor and train team members.
- In-depth knowledge of standard operating procedures and support best practices.
- Proficiency in Windows troubleshooting and SQL.
- Expertise in diagnosing problems through the analysis of logs, error messages, and application performance.
- Experience with MS SQL, including the ability to independently run and create basic queries to retrieve results from the database and perform modifications.
Skills and Experience | Desirable
- Good communicator - Written & verbal
- Stakeholder management - Internal & external
- Comfortable in customer-facing situations
- Passion for continual improvement & focus on end user/customer experience
- Exhibits a proactive and solution-oriented personality.
- Demonstrates a quick learning ability with a strong interest in acquiring new knowledge.
- Reliable and accountable, capable of managing client interactions effectively.
- Skilled in remotely diagnosing and troubleshooting PC, printer, and software/application issues.
- Proficient in researching solutions and creating knowledge base articles.
- Responsible for ensuring that incidents requiring urgent attention are escalated according to the established escalation management procedure.
- Knowledge of the retail IT domain is an added advantage.
Personal attributes
- Proven track record of delivering within time constraints in demanding situations.
- Demonstrates empathy and effective communication skills, both internally and externally.
- Strong customer service ethos.
- Self-motivated, flexible, agile, and adaptable.
- Proactive and positive approach to all tasks.
- Enthusiastic and energetic.
- Continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working.
- Positive can-do attitude and a team player.
- Efficient and proactive.
