Microsoft Senior Support Specialist
1 month ago
This role is at senior tech specialist level and will be providing unparalleled service excellence to a base of over 400 clients and 13,000 end users across the UK.
Due to the out of hours nature of this role, it attracts a 30% night shift allowance on top of the base salary
**KNOWLEDGE, SKILLS, AND EXPERIENCE REQUIRED**
- Advance troubleshooting skills (e.g., AD; servers; workstations; databases; networking)
- Ability to know where to find information if unable to resolve immediately (i.e., technical sites; forums, vendors; etc.)
- Experience supporting Microsoft software (Office, Exchange, Active Directory, Server etc.)
- Demonstrable technology industry experience
- Previous experience of working in a night shift environment
- Available and medically fit to work night shift
- Comfortable to work with mínimal supervision and with team members that are located remotely
- Formal IT qualification, ideally MCSE/MCITP or multiple MCPs is advantageous but not essential
- Understanding of ITIL processes and guidelines
- Can work as part of a close, trusted and dynamic team to deliver outstanding service
- Can demonstrate initiative, and the focus to drive client issues towards resolution
- A "Service Obsession” attitude toward customer service
**KEY RESULT AREAS**
- First response ticket SLA 95%
- Resolve SLA 95%
- Keep relevant certifications up to date
- 100%-time capture
- 80% work utilisation per shifts
- Adherence to telephone etiquette principles
- Process adherence
- Diligence in ticket management (daily client facing updates, correct status, escalation)
- Successful ticket closure (i.e. no tickets are reopened)
- 100% shift compliance
- Customer survey score (4,75 out of 5-star rating)
- Provide root cause analysis on Problem Records within deadlines
- Manage assigned Change requests tasks end to end and within SLA
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