- Perth, Scotland, United Kingdom
- Hybrid
- Full-time · Mid
The IT Support SME role is responsible for monitoring customer experience, supporting knowledge management and contributing to major incident resolution. The role provides advanced Tier 1.5 and 2nd line support, acting as a key technical escalation point for the third-party support provider and employees across the business.
Responsibilities
- Tier 1.5 & 2nd line Support to the Unisys support team, predominantly remote support to employees globally
- Customer experience monitoring and remediation, working with Unisys to ensure high SDR/FCR/CSAT achieved
- Excellent cross-team communications ensuring IT issues are triaged and resolved within SLA/Priority
- Knowledge Management, KB article ownership for SMEs and regular review/updates
- Executive user support to key stakeholders and senior management
Requirements
- Relevant professional IT qualifications
- Nice to have: MAC OS X