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RSM UK
,
London, Greater London
Support Engineer
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Job Type: Full-time |
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Overview
Overall Purpose The job holder is responsible for handling support cases in a professional, timely manner. This will include cases raised by our external clients, internal clients and from within the ISR department. Key relationships are: Our clients The Support Manager The Implementation Team To a lesser degree, the development community Responsibilities and Expected Outcomes Cases are progressed in accordance with the defined targets and processes. Detailed analysis of a case is produced and provided before escalating it to a developer. Cases are resolved quickly and accurately within SLA targets. Potential breaches of SLA are highlighted to the Support Manager in good time such that alternative measures can be put in place. The outstanding case queue is reviewed daily to ensure that cases are closed in a timely manner. Whether by phone or by email, all interactions with clients or colleagues are of high quality. Responses to clients are empathetic. Alerts raised on the monitoring system(s) are reacted to in a suitable timescale and in an appropriate way. Documentation is regularly reviewed and updated as required to answer cases. The data protection act is considered in all interactions.