The successful candidate will be responsible for providing local and frontline support at their locations and will serve as the main point of contact for studio issues while at the same time having a high level of technical knowledge and high level of customer service across instant messaging, email, telephone and face to face interactions.
This is an excellent opportunity for a Support Bar Analyst (IT Help Desk with excellent communication and leadership skills, who is looking to make an impact within a fast‑paced and dynamic environment.
This role reports to the Head of Local Support and will involve working closely with colleagues in other offices to deliver a seamless service to our users.
A few extra key tasks could be in touch with "End user Experience" team, responsible for ensuring that our clients have seamless access to their business hardware, applications and data while working remotely, and that their mobile devices are secure and also responsible for ensuring that the onsite experience is the same globally by helping to standardise equipment and processes.
Responsibilities
Act as front line support for local and/or time zone based employees
Serve as the main point of contact for our customers via email, walk ups, and chat support
Respond promptly and professionally to customer inquiries and troubleshoot issues related to our products and services
Utilize relevant software and databases to effectively diagnose, track and resolve customer issues and address complaints
Maintain accurate records, including call logs and ticketing systems, to track customer interactions and issue resolution
Collaborate with other teams to identify and resolve technical issues
Stay up to date with industry trends and provide input on continuous improvement to the Helpdesk and customer service workflows
Identify and elevate issues requiring urgent attention to the appropriate parties
Ensure SLAs are met and that our internal users are provided with an exceptional user expe