Support the key Account managers on an adhoc daily basis to maintain the flow of managing key client accounts. Ensuring Salesforce meeting notes and account pages are up to date by team. My other responsibilities ranged from: • Arranging meetings with customers • Assist the team in running SLA reports • Assisting in the preparation of presentation and demonstration materials • Overseeing SEO work • Working on news articles and case studies • General maintenance of website and improving this • Working on improving Dictate IT Ltd marketing materials and screenshots so that they can be pulled into any presentation when required • Preparing trade shows • Standardising cover pages, templates, font and text for all organisational documents sent out to clients. • Assist with completing the tender ready for submission to bring in new customers • Arranging Couriers/Hotel and internal meeting
To manage the performance of Dictate IT services & support to clients (internal and external) and ensure that service levels are achieved, and that customer expectations are met or exceeded ? Responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements ? Oversee 100% of the requests, incidents and problems raised by external (predominantly) and internal customers. Interact with internal and external customers; monitor and manage phone queue participating in escalated calls as needed ? Manage and coordinate urgent and complicated support issues and acting as an escalation point for all requests and incidents. To work with 3rd line developer support to prioritise calls in their support queue ? In conjunction with second line support, determine root cause of issues and communicate appropriately to internal and external customers ? Train, coach and mentor helpdesk analysts including career development. Build or obtain (from other departments) training material for support staff. As needed, schedule employees working times and provide backup support ? Provide data and reporting of KPI’s and trends to Head of IT in regular weekly and monthly reports, facilitated through an online call logging system. To own and maintain the call logging software that underpins the call management process ? Oversee Solutions repository and ensure top quality solutions are available to the helpdesk analysts. Drive detailed call trending analysis and develop strategies for improvement while working to make the helpdesk the single source of truth and service delivery channel for IT ? Manage process for communicating outage/emergency activities to the organization ? Initiate and review survey feedback to improve services, tools and support experience ? Escalate issues to the 2nd and 3rd line support using JIRA logging system.