Service Desk Technician

Jun 24, 2022

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:

CSAT

First Time Fix

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

Strong organisational skills; including punctuality and dependability

Experience working in an IT Technical Support environment – minimum 6 months

Level 3 IT qualification or equivalent experience

Problem Solving; naturally

Technology –Windows Server 2003-2019, Windows 10, Office, DNS/DHCP, Networking basics Inc. LAN/WAN, Active Directory, Microsoft 365 Administration & Troubleshooting

Printer installation/configuration

Effective team working 

​Able to work in a sometimes fast paced environment

First Class Skills in record keeping and documentation

Able to do the right thing, at the right time and work within Service Level Agreements (SLA’s) 

Desirable Experience, Skills and Qualifications

Anti Malware Protection & Security software

Citrix Studio & Director Administration skills

Halo CRM system

ConnectWise Automate

Mimecast

Azure AD

Azure/AWS Fundamental Knowledge

Multi Factor Authentication

Stratodesk

Veeam

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 Life Insurance Death-in-Service Scheme

Employee Assistance Programme

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 fresh fruit and refreshments

​*Subject to agreement with your Line Manager/Business Needs

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