Escalation / 3rd Line / IT Support / Service Desk

The role of 3rd Line Support is to take responsibility and management of the assigned 3rd line tickets. To ensure the root cause of a problem is identified, and permanently resolved. This includes ensuring that all processes and procedures are followed, updated, and developed to adhere to our continuous improvement framework. 3rd Line works closely with the Escalations Team, the Technical Team Leader, Service Delivery Manager and Professional Services Manager to ensure that problematic technical tickets are actioned, progressed and resolved.Responsibility and duties:Provide exceptional and first-class remote, on site, and telephone based technical IT support at all times, building a rapport with existing and potential clients and ensure this is reflected among the support team.Management of technical queries from clients and ensuring all such queries are handled in line with the Service Level Agreements – progressing customer tickets and providing a point for escalation.Manage supporting administration and documentation ensuring it is accurate and timely. Ensuring all client system information and technical notes are logged onto the ticketing system along with also technician reports for on-site works.Ensure ownership is taken of client technical issues and that these are seen through to completion.Build and develop upon existing SLA’s and KPI’s within the business to further enhance the support and solutions offering of the company and enhance existing reports, live reporting, metrics and KPIs.Ensure Service Level Agreements (SLAs) are met, monitored, and reported on. Ensuring that all tickets are up to date at all the identification and resolution of service incidents and problems and where required escalate to and coordinate resolution with third party vendors.Work closely with the Technical, Professional and Account Management teams to evaluate and prevent problems.On-going review of technical systems and developments to maintain expert technical knowledge. This will help facilitate the identification and implementation of best practices, to enhance and build a robust and effective operation to assist LMS maintain our competitive to the change management process; in particular represent the interests of the customer when assessing risk and impact. Help to identify, specify and deliver changes required to LMS clients. Monitor changes completed and update documentation as required.Responsible for picking up and resolving out of hours callsKey interfaces:All interdepartmental teamsClients3rd party vendors