Job roles & responsibilities once fully trained:
- Communicate with users and evaluate technical support issues effectively and provide initial identification of faults.
- Updating of asset information, spares and repairs through fault replacement, repair and the Incident lifecycle.
- Maintaining Records for 3rd party suppliers, booking of replacements and spares used for incident resolution, on-site maintenance and track work across various equipment.
- Assist in resolving basic faults and confirm fault details as part of incident investigation and resolution.
- Update incidents using the Service management toolset and provide updates to the customer, engineers and managers on the status where required.
- Have knowledge of skills and availability of engineers/technicians to allocate and dispatch engineers to progress and update Incidents effectively.
- Provide service support and has an understanding in the delivery of Incident, Change and Configuration management.
- Assist with scheduling of engineering support resources for delivery of contract services
