IT Product Specialist

Position: IT Product Specialist Location: Milton Keynes Salary: £40,000 + bonus Benefits: 28 days holiday (+ bank holidays), bonus, pension, healthcare, childcare vouchers, educational grant Reference: PH8887 Looking for an IT Product Specialist to join a leading company to assist their current and expanding customer base by providing leading IT scientific support. You should be passionate and have the experience to deliver exceptional next generation application and hardware support both on-site and remotely from the office in Milton Keynes. Although this role is office based, travel will be required in order to perform routine technical support and hardware installations to the expected standard; ultimately ensuring an effective and efficient output from this area of important business. The successful candidate will demonstrate good IT technical and problem solving skills within a Microsoft Windows environment and have the ability to read and understand technical / scientific literature and implement this information within the application to improve the effectiveness of the system. It is essential to maintain maximum customer satisfaction by ensuring stakeholders receive excellent support throughout the life of their instrumentation. This position will require good time management, prioritisation, attention to detail, customer focus, exceptional written and verbal communication skills and an exceptional grasp of the latest information technology tools, applications and services which will improve resilience and customer satisfaction. Responsibilities Telephone Support • Engage in telephone support. • Respond within pre-defined KPI time scales. • Accurate and timely electronic call recording and logging. • Utilise remote access applications where appropriate, abiding by rules governing its usage. • Call data accuracy • First Time Fix Rate Administration • Ensure all quality documents are completed according to the required standard. • Create and update as required documentation relating to training, installations, SOPs and regulatory issues. • Update CRM software as needed. • Plan installations and instrument software upgrade schedules Customer Training • Administer and deliver customer training courses in-house. • Administer and deliver customer training courses in laboratory. • Administer and deliver customer bespoke training courses. • Continually update training course material to reflect new practice. • Maintain high customer competency examination pass rate. • Develop and promote customer portal • Develop, promote and maintain Customer Competency Examinations General • Good and effective communication with customers, peers and management. • To look after and maintain any company property supplied. • Maintain expenses within guidelines. • Maintain high level of customer account management and organisational skills. • To assist in any other tasks that require your expertise as needed. Essential Skills / Experience • Experience of Remote IT Support • Full UK Driving Licence • Customer focus • Technical and logical problem solving capability. • Reading and understanding of scientific and/or technical documentation. • Excellent communicator / negotiator • Good organisational skills • Experience with IT troubleshooting, Event Viewer, Management console • An awareness of data security requirements and good working practice. Desirable Skills / Experience • Call Centre / Support Centre experience • BSc (Hons) degree in Biomedical Science or similar • Network troubleshooting AND / OR Network Design • Training in troubleshooting and installing virtual environments. (VMWare / Hyper-V) • Experience of Laboratory IT systems • Microsoft / CompTIA Certification • At least 1 year experience working within a routine blood sciences laboratory • Knowledge of medical instrumentation • Working knowledge of Microsoft Operating Systems troubleshooting. • Hardware deployment services • Methodical and structured approach to work Position: IT Product Specialist Location: Milton Keynes Salary: £40k + bonus Benefits: 28 days holiday (+ bank holidays), bonus, pension, healthcare, childcare vouchers, educational grant Reference: PH8887 Wilde Associates is working in the capacity of an Employment Agency for this vacancy