Summary: The purpose of this position is to deliver timely and effective solutions to customers’ IT incidents and service requests by assuming full ownership from initial contact to resolution. The role includes responsibility for meeting defined Response SLAs and ensuring that major incidents are promptly escalated to the Escalations Team for advanced investigation and resolution. Clear and consistent communication, strong service ownership, and proactive management of customer expectations are essential to maintaining the high standards of service quality expected at Quadris. This is a full-time position working Monday-Friday, 37.5 hours per week, on a variety of shift patterns between our core hours of 7am-6pm. There is also a requirement to work flexibly outside these core hours where required which may involve evenings and/or weekends. What Does Success Look Like: Success in this role means putting the customer at the heart of everything you do and consistently delivering an exceptional IT support experience. You’ll aim for first-time resolution on the majority of tickets, demonstrating technical confidence and ownership. Your commitment to quality service will shine through outstanding CSAT results - achieving excellent response rates and making gold-standard feedback your norm. Above all, success means doing the right thing, every time: role-modelling the Quadris Way and demonstrating our company values. Key Roles: Deliver exceptional customer service, first time, every time using plain English Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution Escalating incidents and requests where support is required Prioritising and managing workload to ensure contractual SLA’s are met Support delivery of maintenance tasks relating to clients IT needs Identify incidents and escalate appropriately Delivery against job specific Key Result Areas (KRA’s) KPIs To Monitor and Influence: CSAT First Time Fix Call Quality Ticket Quality Delivery against SLA's Personal & Professional Development Essential Skills and Qualifications Passion for IT and Technology in general Strong communication skills both verbal and written Ability to work within Service Level Agreements (SLA's) Highly motivated to deliver exceptional quality service with excellent customer service skills Highly motivated/passionate to learn and develop Strong organisational skills; including punctuality and reliability Accurate record keeping and documentation Experience using a PSA or CRM system (Halo/CW Manage/Freshdesk) Experience using an RMM Tool (CW Automate/Smartconnect/Ninja One) Experience working in a IT support desk environment – minimum 6 months Level 3 IT qualification or equivalent experience Experience working with Windows Server 2012-2022 environments, Windows 11, MS Office, Office 365 and Active Directory Effective team working Ability to work in a fast paced environment Desirable Experience, Skills and Qualifications Support of Virtual Desktop Environments (Citrix/Azure Virtual Desktop) Support of a Cloud Environment (AWS/Azure) Networking basics inc. LAN/WAN DNS/DHCP Printer installation/configuration Experience with Backup Solutions (DATTO/Veeam/CommVault/Nakivo) Mimecast/Proofpoint Multi Factor Authentication (Duo/Microsoft) Understanding of ITIL v4 and ISO27001 frameworks Colleague Benefits The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business. We take care of our people by offering:- 25 days paid leave Bank Holidays Contributory Pension Scheme, tiered contributions rising to 7% with length of service. Company sick pay (after qualifying period) Life Assurance -Death in Service Benefit (x4 annual salary) Access to 24/7 Employee Assistance Programme (EAP) Free independent financial wellbeing advice when you join us Tailored personal development plans and career journey planning Fully/Partially Funded training* Free parking when office based Environment that focuses on your wellbeing; including quarterly and annual social events*