Role: Desktop Support Location: Wokingham, UK
Duration: Contract
Job Description:
Your responsibilities:
Ensure a positive support experience for customers; develop a good relationship and trust with company corporate users by exhibiting professional attitude and a welcoming approach to understanding customers problems
Ensure immediate and total restoration of services for all systems and services by promptly responding to users requests (including remote users) when they have an IT related problem proactively recognize the problem and implement needed solutions
Provide solution to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources
Troubleshoot remote users issues by applying remote monitoring and management software
Solve problems that do not have documentation by walking customers through established processes for solving problems over the phone or/and in person and utilize critical reasoning in solving the problem
Remain in touch with a customer until their issues are totally resolved or/and request is completed
Ensure targets are achieved in accordance with tight key performance indicators by identifying and escalating issues that need immediate attention
Carry out root cause analysis and create new resolutions to problems that occur frequently
Identify and correct a problem by performing diagnostic reviews and developing error reports as requested
Work with technical teams and end users to execute and maintain systems that apply industry best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and system
Offer outstanding customer support and excellent communication in accordance with all Service Desk procedures and policies by identifying and working with all remote users, corporate network users, as well as with other Service Areas
Perform administrative duties, including scheduling of equipment or laptop loaners, or any other services/items for company users; organize shipment to remote sites if required
Carry out proper tracking of service requests and ensure resolutions to problems are documented in the ticketing system.
Your Profile
Essential skills/knowledge/experience:
Work experience in an IT environment supporting desktops, laptops, peripherals, and printers, or possession of Associates degree or/and continuing education program
Work experience in a service/help desk setting
Strong ability to work under pressure and deliver top performance
Strong listening skill to fully understand what an end users needs and/or requests are
Exceptional ability to work optimally in a fast-paced environment
Proven experience as a concierge or in a related customer service role
Knowledge of End User devices(Laptop, Desktop, Printer, Peripherals etc)
Excellent communication and interpersonal skills
Proficiency in English; Device roll out related experience is a plus.
Good multitasking and organizational abilities
Proficient in Microsoft Office Suite and handling office equipment
High school diploma; degree in hotel management or relevant field is preferred