Job Title: IT Support Technician
Salary: up to £33,000
Contract: Type: Permanent
Location: Hammersmith, London (Hybrid)
About the role
As the IT Support Technician you will be customer facing and responsible for providing excellent customer service and dedicated first line on-site technical support one of Circle IT's key customers UKTV – a multi award winning media company. The role will include tasks such as troubleshooting and resolving issues and assisting end users with questions about supported software and platforms. This will be done by responding to both calls, emails, and face to face enquiries from all levels of end users.
We are looking for an enthusiastic, customer focused person who is passionate about technology and enjoys keeping up to date with the latest technological trends. This role would suit someone with some IT support experience or a good knowledge of IT who is looking to build a career in IT Support. You'll be working with an excellent team within a brilliant, vibrant media environment.
This is a customer facing role so you must have excellent communication skills.
What you’ll do
- Responsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer facing, professional and courteous manner.
- Assist our customers with their questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAs.
- Day to day management of your ticket queue, this includes logging all walk up support tickets and dealing with them as per the service guidelines.
- Desktop and hardware repairs (Windows and Mac)
- Providing desktop support of the Broadcast Management System ‘What’s On’
- Log information on tickets received, where required and maintain detailed and accurate records.
- Ensuring that our contractual SLA’s are achieved
- Monitoring ticket progress with external suppliers to ensure they are meeting SLA’s
- Be a proactive member of the change management process to ensure all technical changes are implemented without impacting the live service
- Establish and maintain effective working relationships with co-workers, supervisors and customers.
- Personal development of skills and knowledge necessary for the effective performance of the role
- Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers).
- If required, provide out of hours support.
- Pursue personal development of skills and knowledge necessary for the effective performance of the role.
- Support other business operations as required.
- Required to occasionally visit our Cardiff office to work and integrate into the wider team.