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The IT Support Assistant is expected to support the Client Operate Landscape Manager (Client OLM) in pro-actively reaching out to users experiencing issues with the use of their laptops. Based on standard reporting, the IT Support Assistant will call impacted users and work with these users on a permanent resolution for their issues. Typically, this means ordering a new laptop for the impacted user and ensuring timely and adequate follow up with regards to the delivery of the laptop. Pro-actively approaching customers is a relatively new activity and feedback from customers so far has been very positive and appreciative. The IT Support Assistant can really make a difference here.

The key focus areas of the role are:
 
Customer relationship management

• Pro-actively reaching out to customers experiencing issues when using their laptop
• Showing empathy for users impacted by laptop issues
• Logging of remediation tickets on behalf of the customer
• Ordering of new hardware and ensuring the customer is kept up to date on progress
• Assist in providing and promoting excellent customer service within the team
• Manage customer enquiries and correspondences
• Assist the (Lead) Client OLM in implementing customer service policies

Service quality assurance

• Assist with investigating customer complaints, both based on direct feedback as well as trends identified in background reporting
• Identify service quality risks and develop risk mitigation recommendations
• Assist with gathering and analyzing performance data to identify areas of improvement for the IT Support Service
• Prepare reports to communicate outcomes of quality related activities 

Value Delivery

• Provide support to the (Lead) Client OLM to ensure the service delivers business value
• Assist the (Lead) Client OLM with activities related to cost management, supply and demand management, continuous service improvements, and engaging with business stakeholders, where applicable.

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