IT Support Apprentice: Master ServiceNow & Incident Rescue

QA; Glasgow; On-site; GBP 80,000 - 100,000; Full time

Job description

About Optical Express

About Optical Express :

Optical Express are focused on delivering exceptional patient care, outstanding clinical outcomes and continued investment in their people and technology. Optical Express are Europe’s leading private provider of laser eye, premium intraocular lens and cataract surgery. They look after thousands of patients in their clinics every week.

The Optical Express team work together, collectively and consistently striving for excellence. They support each other, respect each other and are committed to a culture of care, trust and integrity. The culture extends to local communities, through their range of charitable and environmental projects.

What will I be doing?

• Assess and respond to incidents logged according to customer and priority needs, while aiming to reach a resolution in agreement with relevant SLAs and maximise customer satisfaction
• Log all incoming calls, chats, web and emails to the service desk
• Ensure all information is accurately recorded in the service management tool ServiceNow
• Ensure that incidents / requests are assigned to the correct resolver team
• Take ownership of logged incidents / requests, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolutions, ensuring the incident log is accurately updated at all stages

Coordinate with Incident Managemen...