To provide first level support through call logging software and/or on-site and handling incidents or service requests using the incident management system and request fulfilment processes.
On-Site Technical Support: Serve as the primary technical point of contact for the client, providing on-site support for all Options systems.
System Monitoring and Maintenance: Monitor the health and performance of client systems, ensuring that they are operating optimally. Conduct regular maintenance activities, including both hardware and software updates combined with configuration changes, to keep systems up to date.
Troubleshooting and Issue Resolution: Diagnose and resolve technical issues promptly and effectively. Escalate complex problems to appropriate internal teams and coordinate with them to find timely solutions.
Incident Management: Respond to incidents and service requests raised by the client, adhering to defined service level agreements (SLAs) and following established incident management processes. Document incidents and their resolutions accurately.
Client Relationship Management: Build and maintain strong relationships with key client stakeholders, understanding their requirements and proactively addressing their concerns. Serve as a technical advisor to the client, providing guidance on company best practices.
System Enhancements and Upgrades: Collaborate with the wider Options team to implement system enhancements and upgrades. Participate in testing and validation activities to ensure smooth deployment.
Training and Knowledge Sharing: Conduct training sessions for the client's technical staff to enhance their understanding of the Options platform. Share technical knowledge and best practices with both internal teams and the client to foster continuous improvement.