To provide excellent support to the clients of DAIT to ensure their business IT systemsempower their staff to work efficiently with minimal downtime or disruption.
To deliver a customer service excellence and ensuring all work delivered is accurate andefficient at all times.
Generic role duties to include:
1. To deliver technical work internally and externally using our tooling remotely or onsitein line with the requirements of the scope of work which you are delivering.
2. To accurately record your work in the company PSA system in real time, withappropriate working notes and full accounting of your day, each day, using servicetickets, activities and charge codes. Time is submitted weekly.
3. To accurately record technical and process documentation in our documentationplatform internally and for our clients.
4. To take full ownership, manage, progress, update and prioritise all work assigned toyou in the company PSA system across activities, tickets and projects includingscheduling your work internally and with clients as required.
5. To deal with all internal and external communications in a timely manner and ensurethey are of a high professional standard.
6. To accurately follow the standard operating procedures outlined in the StaffReference Book, Health and Safety documentation and our documentation portal.
7. To identify and recommend process and procedure improvements within your team.
8. To engage in continual learning and development to enhance your professionaltechnical knowledge and relevant skills.
9. To undertake any other duties commensurate with the grade as appropriate.
Role specific duties to include:
10. To take ownership of incoming customer support requests via telephone calls, emailand automation alerts and action the requests to resolution.
11. To provide cover for the incoming telephone calls to meet the call answering SLOsset out by the Service Desk Manager.
12. To contribute to the team delivering a response time of less than 4 hours for P1mission critical support tickets and 8 hours for P3 non-critical in line with ourcontractual SLAs.
13. To contribute to the team delivering a response time and resolution time in linewith the SLOs set out by the Service Desk Manager.
14. To identify and escalate customer support requests to the escalation team whererequired to meet our contractual SLAs and SLOs.
15. To take ownership of deployment and project tasks allocated to you by the ServiceDesk Manager or Project Manager and action the tasks to resolution.
16. To scope out and deliver day to day quotes for basic end user hardware andsoftware, with accurate purchasing information, procurement, delivery anddeployment.
17. To represent the business when required to ensure positive links, relations andnetworks.
18. To show a commitment to diversity, equal opportunities and anti-discriminatorypractices.
19. To undertake personal development necessary to ensure effective performance inthe role.
20. To participate in relevant and appropriate training and development as required.
21. To demonstrate the David Allen values of ambition, professionalism, knowledge,integrity, and respect in the work you do and during your appointment.
Skill Requirements
Education / Qualifications
GCSE Maths Grade A-C (9-4).
Skills/ Knowledge/ Experience
2 + years of experience in a customer facing IT Support or Helpdesk roleproviding remote and onsite technical support.
Knowledge and experience of administering and troubleshootingMicrosoft 365 technologies.
Knowledge and experience of deploying, administering, andtroubleshooting end user hardware including desktops, laptops, andmobile devices.
Knowledge and experience of administering Windows Serverenvironments including Active Directory, Group Policy, File Sharing andPrinter Management.
Knowledge and experience of administering network infrastructuresincluding firewalls, switches, wireless, VPNs, VLANs, subnets, DHCP andDNS.
Knowledge and experience of administering backup and recoverytechnologies.
Excellent telephone manner and communication skills with the ability toexplain issues and solutions to a broad customer base.
Excellent time management, organisational and prioritisation skills toallow you to accurately deliver and document your work for our clients.
Ability to work accurately and in line with established processed, withconsistent care and attention to detail.
Excellent analytical and logical troubleshooting skills with the ability tounderstand the root cause of issues and implement permanent solutions.
Motivated to improve knowledge and understanding of new technologies.
Confidence to work under own initiative with integrity to seek instructionor guidance when appropriate.
Personal Behaviours & Qualities
Ability to operate effectively, both individually and as a team member.
Flexible approach to working hours.
Professional and confident with the ability to respond to challenges in acalm and professional manner.
Ability to demonstrate behaviours and expectations consistent with theDavid Allen values of ambition, professionalism, knowledge, integrity, andrespect.
General
Clean full driving license with the ability to travel between offices and toundertake client home visits if required.
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