Summary:
The key purpose of the job is to provide solutions to customers’ more common IT problems by taking ownership of service requests with clear customer communication and delivering exceptional levels of service through managing customer expectations. There will be occasional travel to customer sites, but this is not expected to be more than minimal.
What Does Success Look Like:
Putting the customer at the heart of everything you do and delivering an excellent IT support service with an aim for first fix solutions for the majority of your customer requests. Being a shining star through your CSAT results, achieving an excellent response rate as well as achieving gold status feedback as your ‘norm’. Doing the right thing. Role modelling the Quadris way and company values; Understanding Applied.
Key Roles:
Deliver exceptional customer service, first time, every time using plain English
Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests
Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution and personal stretch and challenge
Escalating incidents and requests where support is required and owning your professional development of increasing your knowledge, skills and experience
Prioritising and managing workload to ensure contractual SLA’s are met
Support delivery of maintenance tasks relating to clients’ IT needs
Identify priority incidents and escalate appropriately
Contributing to knowledge-based articles and wider knowledge share through internal channels.
Delivery against job specific Key Result Areas (KRA’s)
KPIs To Monitor and Influence:
Customer Satisfaction (CSAT)
First Time Fixing of issues
Call Quality
Ticket Quality
Delivery against SLA’s
Personal & Professional Development
Essential Skills and Qualifications
Passion for IT
Highly motivated to deliver exceptional quality service, Excellent customer service skills
Highly motivated/passionate to learn and develop your IT skills to advance your IT career
Strong organisational skills, including punctuality and dependability
Some experience working with IT support or in a customer service facing role preferred
Level 3 IT qualifications or equivalent experience
Strong IT skills
Problem Solving; naturally
Technology –Windows 10, MS Office, Laptop / Apple iPhone hardware
Printer installation/configuration
Effective team working – wider priorities
Able to work in a sometimes fast paced environment
Able to do the right thing, at the right time
First class skills with record keeping and documentation
Ability to work within Service Level Agreements (SLA’s)
Desirable Experience, Skills and Qualifications
Windows Server, Office 365 Administration
Networking basics Inc. LAN/WAN, Active Directory, DNS/DHCP
Citrix Studio & Director Administration skills
VMWare Workspace One
Cisco AMP and Umbrella
Mimecast
Azure AD
Multi Factor Authentication
Strong written communication skills
Colleague Benefits
The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.
We take care of our people by offering: –
21 days paid leave + Bank Holidays (rising with length of service)
Contributory Pension Scheme, tiered contributions rising to 7% with length of service.
Employee Assistance Programme
Life Assurance – Death in Service cover – x4 Annual Salary
Environment that focuses on your wellbeing
Company sick pay (after qualifying period)
Free independent financial wellbeing advice when you join us
Tailored personal development plans and career journey planning
Fully/Partially Funded training*
Free parking
Free vitamins to keep you fit and healthy
Free refreshments
Free fruit
*Subject to agreement with your Line Manager/Business Needs