ABOUT YOU

You will have gained the following skills/experience:

• Shares the vision of being friendly, flexible and facilitating when working with customers and colleagues to reach a resolution
• Can use effective questioning to gain understanding and to establish needs and facts
• Can ensure all communication is conducted in a friendly and professional manner
• Demonstrates an enthusiastic “can do” and professional attitude
• Works well in a team and on their own
• Able to balance the needs of the customer with the needs of the Business
• Takes ownership and consistently strives for improvement
• Demonstrates a track record of owning & managing initiatives / projects to completion
• Able to pro-actively investigate cases, taking ownership and maintaining focus to successful resolution

Minimum Criteria

• Experience working in a IT Service Centre environment.
• Strong customer service skills
• Strong problem solving skills
• Strong development and learning skills

Experience of the following systems/technologies:

• Supporting Microsoft Windows 10/11 in an enterprise environment
• Administrating Microsoft Active Directory
• Administrating Intune endpoint management
• Administrating Microsoft Exchange
• Supporting Microsoft 365 Applications
• Supporting remote connectivity/VPN
• Supporting LAN/WAN technologies
• Supporting Laptops/Desktops and Printers/Multi-Function Devices
• Supporting iOS Apple device

You will be representing the IT Service Centre to provide 1st line phone support and 2nd line hardware support, as well as fulfilling service requests that are logged with the IT Service Centre. This is a phone-based role, alongside hardware fault diagnostics for laptops, desktops, mobile phones and other company IT hardware.

Responsibilities:

• To respond in a professional, friendly, supportive, helpful and timely manner to all internal customers who contact the IT Service Centre via telephone or in person.
• Take ownership of issues raised and manage customer expectations by providing regular contact and progress updates.
• Act as a liaison with other internal Technology departments and drive through a resolution on behalf of the customer to deliver in accordance with agreed timelines.
• Actively and professionally represent the IT Service Centre throughout the organization.
• Use sound judgment and make decisions that will maximize customer satisfaction.
• Strive to continually improve personal performance in order to achieve team and departmental SLAs and KPIs.
• Take responsibility for continuous self-development and own learning.
• Contribute ideas and suggestions for the proactive improvement and effectiveness of the IT Service Centre delivery.
• Manage issues with minimum supervision.