• Receiving incoming technical issues via various mediums in a professional and timely manner.

Ensuring that all calls are logged and updated with clear concise information, aiming for first call resolution at first point of contact.

• Escalation within agreed timescales where unable to resolve at first point of contact
• Using set procedures for resolution of technical issues and to identify and recommend improvements to processes and procedures.
• Effective and prompt escalation of client issues to appropriate parties.
• Use of precise client communication skills both oral and written during all interactions with clients and team members.
• Analysis of client responses on the fly in order to expedite timely resolution of client issues.
• Use of self managing and accountable actions for the management of individual workload as well as promoting a team approach especially during periods of high volumes.
• Flexibility in approaching new requirements such as shift and work patterns and changing responsibilities.
• Creating and sustaining a positive working environment where ideas and suggestions are encouraged and forthcoming in the spirit of enhancing working practices.
• Use of ongoing resources for education and increasing technical expertise.

Qualifications

College Degree or equivalent experience in an IT related subject 1+ years work experience in an internet security helpdesk environment

Good understanding/knowledge of TCP/IP including the following protocols:SMTP, DNS, HTTP

Previous experience of professional client interaction

High standard of written and verbal English

• Excellent phone communication skills
• Ability to understand and analyze trends

Symantec - 9 months ago