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