Technical Support Analyst
Champ Cargosystems
- London
- Permanent
- Full-time
- Provide first level support through the effective management of all incoming customer tickets and queries. This includes, but is not limited to:
- Gather all pertinent information from customers to ensure a full understanding of the query and/or issue raised
- Provide in-depth analysis including testing, resolution where applicable & updating the customers timely
- Manage all incoming calls and emails
- Screen, categorize and prioritize the support mailbox for dispatching and coordinating with 2nd and 3rd level support within SLAs using ITSM software tools
- Track all calls and their status
- Escalate and/or redirect queries and/or issues as required to the appropriate internal team(s) and/or vendor(s)
- Provide timely updates to the customer regarding the status of their queries and/or issues
- Manage Major Incidents by following major incident management process & communication (customers & internal management)
- Manage Service Desk tickets following ITIL guidelines as outlined in the Service Desk Call handling procedures or as directed by the Team Lead and
- Provide deeper analysis with some assistance from seniors to solve call tickets
- Provide support to customers regarding the problem-solving processes
- Update customer data and produce activity reports
- Create Knowledge Base articles and update document repository
- Recommend process & procedure modifications or improvements where required
- Assist GOC members assigned to IT related projects (medium/high profile) under the supervision of the Global Operations Centre Management
- Build and maintain relationships with key support teams and assignment groups within CHAMP
- Grow personal understanding of CHAMP's portfolio of Products, GOC policies, procedures, and services
- Liaise and coordinate with all parties involved in the scheduling of configuration updates and new software deployments
- Has no discretion to vary from established procedures by performing a structured work assignment
- Use existing procedures to solve routine or standard problems
- Knowledge of ITIL Service Management
- Excellent customer service skills
- Continues to build knowledge of the organisation, processes, and customers
- Use prescribed guidelines or policies to analyze, troubleshoot and resolve complex issues
- Receives a moderate level of guidance and direction
- Strong communication skills (verbal and written)
- Well-developed time management
- Flexible, dynamic, and creative
- Well established organization, multitasking, and prioritization skills
- Clearly client-oriented with a strong focus on quality and efficiency
- Ability to adapt 9-hour rotating shift schedule
- Knowledge of ITIL service desk & tool (ServiceNow, JIRA)
- Knowledge of air cargo industry an asset
- Languages: Fluent English (verbal and written); other languages considered an asset
- Has conceptual knowledge of fundamental theories, principles, and practices
- 2+ years of ITIL Service Desk and/or technical operations support experience
- Typically requires a college or university degree or the equivalent work experience