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