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* Providing 3rd line technical support to 800+ users, answering support queries via phone, email, and face-to-face while maintaining a high degree of customer service in line with ITIL best practices.
* Provide escalation support to the 1st and 2nd line support team.
* Logging calls into our ticket management system, taking ownership of user problems, and being proactive when dealing with their issues.
* Supporting company hardware and software.
* Allocating more complex calls to the relevant teams where appropriate.
* Logging incidents with our external 3rd party service providers.
* Aiming to respond and resolve 95% of incidents within the SLA.
* Supporting the delivery of tech support projects.
* Carrying out regular checks of backups, infrastructure, security measures, and systems.
* Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function.
* Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk.
* Providing support during the support hours of 08:00 to 18:00 via shifts.
* Applying information security principles to daily tasks.
* Traveling regularly to Alcumus offices to maintain relationships with team members and customers.
* Delivering the Alcumus Technology induction programme.
What you’ll need to be successful
Essential
* Proven experience providing 3rd level support.
* Experience using a ticket management system.
* Familiarity with Microsoft 365.
* Experience installing and troubleshooting hardware and software.
* Competent with Microsoft Office applications.
* Strong problem-solving skills.
Personal Attributes
* Team player.
* Approachable.
* Empathetic.
* Strong work ethic.
* Adaptable and flexible.
* Ability to work under pressure of tight timescales.
* Ability to adapt to change.
* Enthusiastic and pragmatic.
* Customer-focused and willing to listen.
Desirable
* Experience supporting macOS.
* Familiarity with Microsoft Intune.
* Degree level education.
* ITIL Foundation certification.
* Microsoft 365 Fundamentals Certification.
What you’ll get in return
FOR THE HERE AND NOW – We provide a mature and flexible ‘work your way’ culture, generous holiday allowance, a ‘giving day’ to give back to others, enhanced family-friendly leave (regardless of gender), an employee assistance programme, 24-hour online GP, gym discounts, healthcare, dental, optical and wellbeing treatments/services, a cycle to work scheme, and paid time off when unwell.
FOR FUN – You will spend a significant amount of time with colleagues in a positive environment full of activities, charity events, competitions, recognition events, and awards.
FOR THE FUTURE – We offer an enhanced pension scheme with employer contributions, life assurance, development resources including LinkedIn Learning, and a history of promoting internally.
Sound interesting so far?
Application process includes:
* A response within 15 working days.
* An initial discovery call with the recruiter.
* A first-stage interview via Microsoft Teams.
* An additional face-to-face interview with stakeholders.
We will accommodate any necessary adjustments during our hiring process.
About Alcumus
We are committed to building risk management solutions that prioritize safety and leverage evolving technology. As a PE-backed, high-growth company, we focus on personal development, diversity, and fostering an inclusive culture. Our core values include being a team player, brave, knowledgeable, and enjoying the journey. We are an equal opportunity employer dedicated to creating an inclusive environment where everyone can bring their whole selves to work.
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