Responsibilities
- Assist customers with questions relating to supported software and platforms, ensuring all work is carried out in line with company processes, policies, and customer SLAs/OLAs.
- Manage our proactive monitoring software on a day-to-day basis, including logging, investigating, and resolving related service desk tickets in accordance with service guidelines.
- Log and update tickets accurately, maintaining detailed records of all incidents, requests, and customer interactions.
- Provide advanced first-line support and take ownership of more complex technical issues, escalating to the appropriate teams where required.
- Communicate effectively, both verbally and in writing, with customers, third-party suppliers, and internal teams.
- Build and maintain positive working relationships with colleagues, supervisors, customers, and external partners.
- Support and mentor other Service Desk team members, sharing knowledge and helping to maintain high service standards.
- Take an active role in your own professional development, continually building the skills and knowledge needed to perform the role effectively.
- Support the delivery of the company's proactive services and assist with wider Service Desk operations as required.
- Travel to customer sites across the UK when required to meet business needs.
- Work from customer sites when required, providing on-site support and maintaining excellent customer relationships.
Requirements
- Experience of working in a technical customer service IT support role in a 1st/2nd line capacity
- Exceptional customer services skills
- Exposure to working to SLAs
- Experience of working in a fast paced working environment
- Full and valid UK driver's license
- A good understanding/working knowledge of Windows Operating Systems(7, 8.1, 10, 11), Microsoft Office, AV Products, PC/server security, LAN, Exchange, Active Directory
- A good understanding of IT support principles; e.g. desktop, networks, infrastructure
- Ability to use desktop software and applications- word processing, spreadsheets and graphics
- Office 365 experience
- Excellent telephone manner and customer engagement skills
- Proactive approach to workload and customer needs.
- Strong prioritisation, time management and troubleshooting skills
- A basic understanding of Apple Technologies
- SCCM/Intune experience
- Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally
- Good numeracy/literacy skills
- Practical problem solving and negotiation skills
- A relevant technical qualification
- Experience with ServiceNow
- Experience with Autotask
- Experience with Datto RMM
Core Competencies
Demonstrates expertise in technical customer service support, particularly in 1st/2nd line roles, with a strong focus on Windows Operating Systems, Office 365, and proactive problem-solving. Capable of building positive relationships with customers and colleagues while managing service desk operations and adhering to SLAs.