Job Description
- To provide technical IT support to customers; providing excellent customer service, technical support and effective communications about technology.
- Is the first point of contact within IT and provides first time fixes to the customer in all elements of I.T.
- Handling telephones calls and managing tickets logged on a customer portal
- The role will involve working in head office and at customer locations as required
- Handover incidents that cannot be resolved at 1st line to 2nd line support teams.
- Perform analysis, diagnosis and resolution of problems for end-users, recommend and implement corrective solutions, including off-site repair for remote users as required.
- Provide laptop, desktop, citrix, server & apple support to our customers.
- Configuring/reimaging hardware (desktops & laptops windows & Macs).
- Represent the Service Desk in project involvement and ensures all tasks allocated to the Service Desk on that project are carried out correctly and delivered on time.
- Shift procedure checks. E.g. backup, server, network checks.
- Carry out authorised Software Installations and IT Support via Remote Control.
- Account management within Active Directory and Office365
- Antivirus installation to all desktops and laptops.
- Monitor alerts via remote monitoring tools and report any errors to 2nd line support
- Ability to follow processes.
- Escalates any re-occurring incidents to the Service Operations Manager.
- Meet Service Level Agreements (SLA).
- eLearning Training Scheduled training with salary increases for exam passed. For example train and pass MS-100 and receive £500 salary increase
Working Patterns
We work Monday to Friday (excluding bank holidays). Supported hours for are customers are are from 7am - 6pm meaning a shift pattern is required. Below are the shifts you would be on a rota for;
- 7am - 4pm
- 8am - 5pm
- 9am - 6pm
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Casual dress
- Cycle to work scheme
- Discounted or free food
- Employee discount
- On-site parking
- Sick pay
- Store discount
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
- No weekends
- Overtime
COVID-19 considerations:
Masks, Gloves, Sanitized desks
Education:
- A-Level or equivalent (required)
Experience:
- Technical support: 1 year (required)
- Customer service: 1 year (preferred)
Licence/Certification:
- ITIL Certification (preferred)
- Driving Licence (required)
Work Location: In person
Reference ID: Reference ID: RR\08