Microsoft Senior Support Specialist - Out of Hours

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 minimal 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