Job Summary:
* This role is focused on delivering exceptional IT support and services to our diverse client base.
About the Role:
We are seeking a highly skilled and experienced 3rd Line Team Leader to join our technical support team. As a key member of the team, you will play a vital role in driving customer satisfaction and ensuring the delivery of excellent service.
Key Responsibilities:
* Monitor and maintain systems and networks to ensure seamless performance.
* Install and configure systems to meet client requirements.
* Detect and diagnose faults on both hardware and software components.
* Provide technical and application support via phone, email, or in-person interactions.
* Walk clients through troubleshooting steps to resolve issues efficiently.
* Perform hardware re-fitting and/or replacement as needed.
* Support updates and roll-outs for client applications, including user training.
* Meet Service Level Agreements (SLAs) and prioritize multiple open tickets effectively.
* Foster strong working relationships with clients to ensure long-term satisfaction.
Requirements:
* Excellent verbal and written communication skills for effective internal and external client interaction.
* Ability to work under pressure, meet deadlines, and maintain a positive attitude while providing outstanding customer service.
* Capacity to work independently, complete tasks within parameters, and adhere to prescribed routines and standard practices.
* Proven experience in an IT Support role and team environment.
* Familiarity with integrated ISO management systems.
* Able to communicate clearly and concisely in all telephone and written interactions.
* Skilled at handling constant workflow changes, remaining productive during slow periods, multitasking during busy times, and maintaining professionalism in stressful situations.
Benefits:
* Life Assurance
* Health Care
* Birthday Day Off
* Pension Scheme
* Discount Scheme