Description:
What to expect:
- Responsible for effect use of technology by performing local workplace support activities to a proficient level
- Over time you will gain a strong technical appreciation of core desktop operating systems, applications and services
- Responsible for delivery of new technology, within agreed business service levels
- Acting as an ambassador for IT by achieving the balance between customer satisfaction and efficiency
- Create value by enabling customers in their daily work, owning incidents and IT requests, resolving and communicating on a timely basis
- Taking ownership and manage escalations of customers issues, working closely with other service teams as required
- Ability to monitor and prioritise workloads, overcoming obstacles in order to achieve their goals and objectives working both independently and as part of a team
- Providing support to the customer both on site and remote, through remote access tools and verbal/written communication
- Providing Smart hands support e.g., mounting/unmounting network, server hardware, network patching
What we expect from you:
- Relevant experience working in a customer service environment where clients and customers are your main priority.
- Strong communication skills with clients, colleagues, and management
- You will take on full responsibility, with customers at your focus, and the ability to make good judgements
- Ability to take initiative.
Previous hands-on experience working within an IT Customer Service environment providing proficient break/fix support in relation to the following technologies:
- Extensive desktop support skills with Windows 10 & 11 Operating Systems,
- Microsoft Office suite, Office 365, a range of PC hardware.
- Provisioning and supporting desktop hardware, including PC’s, Notebooks,
- Monitors, Printers, multifunctional media devices and other related
- hardware accessories.
- Application Support – Office 365, remote access products (an advantage),
- User Endpoint Manager (Ivanti), Sophos, AV products
- Mobile Device Support – iOS (iPhone/iPad) and Android, email services.
- Time managed and organised, you can meet SLA’s that are prescribes and take appropriate action to ensure none of them are exceeded.
- Ability to work as a team with colleagues, building relationships, and discuss resolutions for issues
- Strong analytical capability
- Previous working experience using best practice IT Service Management tool sets in relation to effectively handling Customer’s Tickets.
- ITIL knowledge specifically in relation to IT Service Operations (Incident, Problem, Request Management, and Asset Management) and adherence to other ITIL Service Management Processes an advantage.
- Experience of cross-functional working