Job Purpose
To provide remote IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.
Key Tasks and Responsibilities
- To provide a professional and friendly first point of contact to all customers.
- To provide proactive IT Support to all customers.
- To quickly escalate tickets outside of skill set to the next line of technical support ensuring the customer is informed and the escalation Technicians accepts accountability.
- To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
- To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
- To deliver exceptional Customer Service striving to achieve first time resolution.
- To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
- To achieve the set Service Desk KPIs and Service Level Agreements.
- To adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
- To undertake maintenance tasks for monitored systems.
- To prepare customer hardware or software ready for project delivery.
- To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information.
- To assist with ad hoc project work.
- To proactively seek feedback on ticket closures to improve customer satisfaction.
- To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
- To undertake and assist with any other roles to ensure the smooth running of the business.
- Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.
Experience, Qualifications, Personal Attributes
- 1 year experience of providing Service Desk IT support
- Interest and experience in general IT services, solutions and technology.
- Understanding of PC’s, servers, email, telephony, backup, Firewalls, switching and routers
- Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365
- Knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
- Positive attitude
- Hard worker, self-motivated with the ability to work under pressure
- Strong understanding of general Active Directory and Office365 user management
- Eager to continually develop technical and customer service skills
- Excellent communication and people skills
- Excellent time management skills with the ability to prioritise workload
- Computer based qualification
Key Relationships
- All members of the Senior Leadership Team
- All Technical Staff
- All Non-Technical Staff
- All Project Manager
- All Existing Customers
- All New Customers
- All Suppliers and Vendors
Hours of Work
- 37.5 hours per week
- Additional hours as required dependent on the needs of the business
What we offer
- 25 days annual leave + bank holidays
- Private Medical via Medicash
- Pension Scheme
- Payment for training and professional qualifications
- Beer Fridge Thursday & Fridays
- Team socials
Valuing Diversity and Inclusion
At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.