1 jobs found in Gainsborough

Job Description: Key Responsibilities: • Update support call documentation within the Service Desk management system, ensuring accurate incident details and history. • Work within agreed Service Desk procedures at all times. • Resolve user requests in accordance with service level agreements. • Own issues until they are mitigated, resolved, or transferred to a new owner. • Stay informed about new products and services used in customer deployments. • Produce relevant training documentation. • Achieve KPIs to ensure service quality and support Mastek’s service management. • Demonstrate knowledge of specific technologies and develop technical expertise across supported services. • Resolve user requests, providing clear and concise updates. • Maintain confidentiality per data protection policies and procedures. • Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes. • Focus on...