Overview Logging of all customer issues & requests on the IT ticketing system, ensuring the customers' needs have been established & the collection of the relevant information & diagnostics to aid investigation & resolution. Performing installations, repairs, maintenance, diagnosis & analysis of desktop related issues or requests & liaising with other IT/non-IT support teams across Jagex, or third-party vendors, where appropriate To achieve targets established through objectives & ensure the highest level of customer & technical support services Respond immediately to customer requests, issues & complaints & ensure that the customers are kept informed & escalation procedures are being correctly adhered to At all times pro-actively monitoring, prioritising & managing of active tickets ecommend & implement corrective solutions, whilst communicating best practice concerning the use of IT systems to the business. WHAT WE NEED Proven commercial experience in a similar support role. Knowledge & experience of ITIL processes & procedures, including IT Service Level Agreements. Customer services focus, with an excellent ability to handle customers effectively; with a qualification or work experience in a customer-facing environment. Excellent knowledge of PC & Mac hardware components, peripherals & Operating Systems (to current versions), as well as Mobiles & Tablets (Android & iOS). Proven analytical & problem-solving abilities, combined with excellent attention to detail. ADDITIONAL INFORMATION
Home to the iconic massive multiplayer online role-playing game RuneScape and its extended family of adventurous titles, we're a leading games studio that places our players at the heart of everything we do. We've welcomed over 250 million players to RuneScape's world of enthralling fantasy and, together with our team of passionate game creators, our community helps to shape how our games evolve. From casting votes on future game content to interacting with the studio teams in live streams and in chat, we also join together in person at our celebrated fan convention, RuneFest.
Working within our IT department, you will be responsible for responding to all internal customer queries & resolving IT issues & requests within the organisation's desktop environment. You will drive employee efficiency, by providing a first-class IT support service by managing customers' queries in the most effective & professional manner.
HOW YOU CAN CONTRIBUTE
The support hours will be 08.00 - 18.00 Monday to Friday, working a shift pattern, with an occasional need to cover support outside of these hours. Engineers must be available to cover support across any of these shifts. WHAT WE OFFER
If you join us you can expect a competitive salary and great benefits like fully paid-for gym membership, bonus entitlement, private health care, cycle repair and fresh fruit delivered to your team every day. We also have GREAT coffee machines, an onsite canteen and pub and an in-studio cinema!
Does this sound like you? We'd love to hear from you! Get in touch.