Overview
ramsac, Guildford, England, United Kingdom
On a Day To Day Basis You Will
* Help our clients with any tech question they need to raise, by phone, portal or email.
* Deal with a wide variety of users with varying levels of technical knowledge.
* Manage a demanding case load in line with SLAs, as well as answering incoming calls and emails.
* Escalate issues quickly when appropriate.
* Liaise with third parties and log tickets for vendor support and warranty claims.
* Research issues for which you dont have an immediate answer.
* Adhere to average daily ticket closure targets.
* Be proactive in keeping customers updated with the status of their support ticket and ensuring customer ratings are within target.
* Think about not only how to fix a ticket, but how to ensure a problem doesnt return.
* Manage changes in a way that minimises risks to the clients ability to operate.
* Act as a Champion within the team for designated clients, reviewing our documentation and being a point of knowledge.
* Maximise efficiency and speed of service by utilising our automation tools as appropriate.
About You
Inspire us!
We want to be known as the most can do well-polished and caring IT supplier in the South East. To do that, we only want to work with the best. Our staff are proud to say I am ramsac their personal values are all a reflection of the core ramsac beliefs, which is all about going the extra mile and being genuinely concerned about providing clients with the very best, most attentive and highest quality service. Are you ramsac enough to be part of this very special team?
Whats Really Important To Us
* The ability to be self-motivated and highly organised.
* A genuine interest in IT and a desire to build your career.
* The ability to keep it simple no ones impressed with jargon that only serves to belittle the end user.
* Experience of providing great customer service.
* The ability to remain calm and to make clients feel that they are the most important person on the planet!
* Able to mentor less experienced colleagues as necessary.
* Can do attitude in assisting your peers with any questions or challenges they may encounter.
In return, we promise
We are absolutely focussed on providing great IT careers! We have a 5 Glassdoor rating, an outstanding rating in the UK Best Companies employee engagement survey, and we were recently named Surrey’s Employer of the Year. We promise on the job learning, industry accredited qualifications and a proven career development path to ensure you continue to grow and develop.
The icing on the cake
* Experience within Office 365 and Azure through use of the MS Partner Portal
* Knowledge of the MS Office Suite
* Knowledge of Active Directory
* Experience managing on-premise Servers using remote management tools
* Knowledge or experience offering advice on security best practice to end user
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