Junior Technical Support Analyst (1) London

Published: 13/10/2021

Responsibilities:

  • Provide first level support through the effective management of all incoming customer calls and emails. 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
    • 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
    • Update systems with applicable information regarding call status and resolution
  • 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/or Global Operations Centre (GOC) Manager
  • Seek assistance and thorough training to provide deeper analysis with from seniors to solve call tickets without assigning them to GOC Level 2. This to be achieved when the L2 desk is not operational (nights/weekends), when GOC L1 shift is quiet and when the urgency of the reported query is high
  • Provide support to customers regarding the problem-solving processes
  • Update customer data and producing activity reports
  • Create Knowledge Base Articles on high severity or repeatable call tickets
  • Participate process & procedure modifications or improvements
  • Participate product modifications or improvements
  • Participate in IT related projects (low/medium profile) under the supervision of the Team Lead and/or GOC Manager
  • Build and maintain relationships with key support teams and assignment groups within CHAMP
  • Grow personal understanding of CHAMP’s portfolio of Products and helpdesk 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 structured work assignments
  • Uses existing procedures to solve routine or standard problems

 

 

Knowledge, Skills and Abilities:

  • Customer service skills
  • Strong communication skills (verbal and written)
  • Flexible, dynamic and creative
  • Organization, multitasking and prioritization skills
  • Ability to adapt 9-hour rotating shift schedule
  • Has conceptual knowledge of fundamental theories, principles and practices
  • Languages: Fluent English (verbal and written); other languages considered an asset

 

Education and Experience:

  • 0-2 Years of experience
  • Typically requires a college or university degree or the equivalent work experience

 CHAMP Cargosystems is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, ethnic background, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate

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Please include your CV, covering letter and diplomas.

Email jobs@champ.aero

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