Job Purpose
To provide remote IT support to all end users. To proactively resolve hardware and software issues from all incoming channels. To deliver a high level of customer service in line with set Company Service Level Agreements. To be a proactive member of the Service Desk Team and ensure adherence to all set Service Desk processes and standards.
Key Tasks and Responsibilities
* To provide a professional and friendly first point of contact to all customers.
* To provide proactive IT Support to all customers.
* To quickly escalate tickets outside of skill set to the next line of technical support ensuring the customer is informed and the escalation Technicians accepts accountability.
* To ensure all support requests and incidents via any inbound channel are properly understood and recorded on Autotask.
* To proactively contact and chase customers until a resolution has been achieved or the issue is escalated.
* To deliver exceptional Customer Service striving to achieve first time resolution.
* To proactively manage all personal workloads, ensuring all tickets are worked within the set Service Level Agreements.
* To achieve the set Service Desk KPIs and Service Level Agreements.
* To adhere to all Service Desk technical processes and guidelines as well as company processes and standards as per the handbook.
* To undertake maintenance tasks for monitored systems.
* To prepare customer hardware or software ready for project delivery.
* To ensure the Autotask system is fully updated with all activity including notes, to do’s and knowledge bank information.
* To assist with ad hoc project work.
* To proactively seek feedback on ticket closures to improve customer satisfaction.
* To contribute towards a personal development plan, ensuring technical knowledge is continually improved.
* To undertake and assist with any other roles to ensure the smooth running of the business.
* Responsible for following the companies ISMS while monitoring the performance of it and reporting issues to top management.
Experience, Qualifications, Personal Attributes
* 1 year experience of providing Service Desk IT support
* Interest and experience in general IT services, solutions and technology.
* Understanding of PC’s, servers, email, telephony, backup, Firewalls, switching and routers
* Experience with Windows, Microsoft office, Microsoft Teams and Microsoft 365
* Knowledge of networking technologies including TCP/IP, LAN, WAN, VLAN
* Positive attitude
* Hard worker, self-motivated with the ability to work under pressure
* Strong understanding of general Active Directory and Office365 user management
* Eager to continually develop technical and customer service skills
* Excellent communication and people skills
* Excellent time management skills with the ability to prioritise workload
* Computer based qualification
Key Relationships
* All members of the Senior Leadership Team
* All Technical Staff
* All Non-Technical Staff
* All Project Manager
* All Existing Customers
* All New Customers
* All Suppliers and Vendors
Hours of Work
* 37.5 hours per week
* Additional hours as required dependent on the needs of the business
What we offer
* 25 days annual leave + bank holidays
* Private Medical via Medicash
* Pension Scheme
* Payment for training and professional qualifications
* Beer Fridge Thursday & Fridays
* Team socials
Valuing Diversity and Inclusion
At Everything Tech Group we aim to create a workforce that is representative of our society, knowing that embracing differences enhances the capabilities of our business and makes for a happy place to work. We are proud to recognise and celebrate that we have a diverse culture where employees are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.