IT Service Delivery - ITIL - Reading

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My client is a global financial software house based in Reading .

They have role for a IT service Desk executive .


* To provide exemplary support on our Cloud and Financial Messaging Services with a focus on the online service. The emphasis is on closing enquiries in a single interaction, sustaining high levels of service, and striving to delight customers with each engagement.


* Assist customers with diverse enquiries; provide quality information at all times following strict case handling guidelines.

* Case management via phone, portal and email (logging, acknowledgements, updates, identity and validation checks, and completion of all case notes).

* Case diagnosis and resolution; case routing where further levels of technical support are necessary; execution of correct escalation procedures when appropriate.

Experience and Qualifications

At this level, great attitude and communication are the most vital pre-requisites. These technical skills will facilitate future development at Bottomline but are advantageous rather than essential for the role.

The ideal candidate would have:

* At least two years’ experience in a Service Delivery or Customer Support role

* Some familiarity with ITIL methodology

* Demonstrable ease with technology and in a technology environment

* Some understanding of browsers and their behaviour

* Some understanding of networking and VPNs

* Basic knowledge of MSSQL

* Understanding of diagnosis steps using MS Command Prompt

* Understanding of Linux/Unix (command line) would be an advantage

* Basic Java understanding would be an advantage

* Formal training in computer science
  • 1
  • Negotiable
  • None
  • None
  • CV-116904
  • Permanent
  • 0

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