IT Support Consultant - Liverpool

HYBRID WORKING PATTERN 12 month contract Daily Rate Inside IR35 Some out of hours working on a rota basis

The Company Is a UK IT consultancy that designs, implements, and supports IT infrastructure and software solutions for customers across the UK.

THE ROLE: Working as part of Service Support team in the UK with responsibility for delivering service to our Health sector customers, you will join a virtual cross geography community of experienced engineers. Delivering Support to our customers across the UK and Ireland. The mail goal will be: · Deliver a excellent standard of support to our customers · Identify and suggest improvements for the benefit of Operational KPIs · Improve and consolidate RI product lines competencies.

What you'll be doing: · Incident Triage and assignment · Incident Investigation (and on-site investigation, as needed) · Incident Update and management · Incident prioritization and escalation trigger · Incident Closure · Incident resolution · Article creation and collaboration with Service Desk Experts to create new articles · Problem Creation for RCA (Root Cause Analysis (if applicable) · Customer on site visit for crisis mgmt. and complex issues resolution · Manage KPIs including NPS (Net Promotor Score), Ticket Turnaround and Backlog Management · Manage SLA Performanc...