Job Description
Brief Overview of the role:
To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
Accountabilities
1. To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
2. To ensure all tickets are managed and updated appropriately.
3. To return all parts in a timely manner via returns process with appropriate paperwork.
4. Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits.
5. To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials).
6. To build a good and professional relationship with customers onsite.
7. To engage with other Team members.
8. To escalate any issues or areas for quality improvements to their Team Leader.
9. To follow all departmental procedures as specified by the Team Leader/ODM.
10. Regularly attend daily calls/team meetings.
Critical Success Factors
1. Ability to diagnose and troubleshoot effectively to minimise customer downtime.
2. Ticket Management - protecting SLAs and management of open tickets.
3. Consistent level of customer satisfaction measurable with Customer Satisfaction returns.
4. To manage parts/stock allocated appropriately.
5. Maximise warranty performance with correct vendor engagement and adherence to vendor processes.
6. Ensure Hub/Locker stock within remit does not fall below minimum stock levels.
7. To escalate any issues to the Team Leader either immediately or on daily calls depending on urgency.
Knowledge & Key Skills
Essential:
* English and Maths to GCSE standard.
* Full clean driving license.
* 2+ years experience in a PC field service or workshop environment.
* HP and Dell Accreditations for relevant grades.
* Familiarisation with current Microsoft desktop operating systems.
* Hardware diagnosis, troubleshooting, support & repair (including complex laptop repairs).
* Installation - Customer builds/Apps.
* Flexibility & Willingness to travel.
* Good team player and communication skills.
* Good customer care skills.
* SC Level Clearance.
* Participation in standby Rota (24x7x365).
Desirable:
* CompTIA A+ Accreditation.
* Lenovo Accreditation for grade.
* Willingness to undertake additional security clearances.
* Complete other vendor certifications as requested.
* Willingness to travel internationally as required.
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