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• To provide technical IT support to customers; providing excellent customer service, technical support and effective communications about technology.


• Is the first point of contact within IT and provides first time fixes to the customer in all elements of I.T.


• Handling telephones calls and managing tickets logged on a customer portal


• The role will involve working in head office and at customer locations as required


• Handover incidents that cannot be resolved at 1st line to 2nd line support teams.


• Perform analysis, diagnosis and resolution of problems for end-users, recommend and implement corrective solutions, including off-site repair for remote users as required.


• Provide laptop, desktop, citrix, server & apple support to our customers.


• Configuring/reimaging hardware (desktops & laptops windows & Macs).


• Represent the Service Desk in project involvement and ensures all tasks allocated to the Service Desk on that project are carried out correctly and delivered on time.


• Shift procedure checks. E.g. backup, server, network checks.


• Carry out authorised Software Installations and IT Support via Remote Control.


• Account management within Active Directory and Office365


• Antivirus installation to all desktops and laptops.


• Monitor alerts via remote monitoring tools and report any errors to 2nd line support


• Ability to follow processes.


• Escalates any re-occurring incidents to the Service Operations Manager.


• Meet Service Level Agreements (SLA).


• eLearning Training Scheduled training with salary increases for exam passed. For example train and pass MS-100 and receive £500 salary increase

Working Patterns

We work Monday to Friday (excluding bank holidays). Supported hours for are customers are are from 7am - 6pm meaning a shift pattern is required. Below are the shifts you would be on a rota for;

• 7am - 4pm


• 8am - 5pm


• 9am - 6pm

Job Types: Permanent, Full-time

Benefits:

• Additional leave


• Casual dress


• Cycle to work scheme


• Discounted or free food


• Employee discount


• On-site parking


• Sick pay


• Store discount

Schedule:

• 8 hour shift


• Holidays


• Monday to Friday


• No weekends


• Overtime

COVID-19 considerations:Masks, Gloves, Sanitized desks

Education:

• A-Level or equivalent (required)

Experience:

• Technical support: 1 year (required)


• Customer service: 1 year (preferred)

Licence/Certification:

• ITIL Certification (preferred)


• Driving Licence (required)

Work Location: In person

Reference ID: Reference ID: RR8