Technology Success Advocate / Helpdesk and Desktop Support Analyst

at  Bartlett Tree Experts

Overview:
Bartlett Tree Experts has over 114 years of experience in managing trees and growing people. We are an international tree and shrub care business with over 125 offices in the United States, Canada, Great Britain, and Ireland. Built on family values and the pursuit of scientific tree care, we are proud of the quality of our work, our level of service, our safety record and, most of all, our people.
Benefits:
The Bartlett Office of Technology works to ensure proper computer and mobile device operation in support of essential business tasks for approximately 3,000+ users across 170+ office locations.
We have an exciting opportunity for an experienced Technology Success Advocate / Helpdesk and Desktop Support Analyst to support all Divisions (UK, Ireland, US and Canada). The position reports into the Technology Success Manager and works with the team in the US but will be based at Head Office near St Albans, Hertfordshire.
To find out more about what life is like at Bartlett, check us out on Instagram @LifeatBartlett

We will offer:

• A salary of circa £40000 per annum dependent on skills and experience
• 21 days annual leave plus bank holidays increasing with length of service
• Established family run company - be part of a local office team with the support of the larger company
• Health and Wellbeing – we look out for your wellbeing by offering an Employee Assistance Programme for financial, health and wellbeing support and a Cycle to Work Scheme
• All required training and refresher training - we are fully committed to invest in the continued professional development for all our employees
• Employee Referral bonus
• Long Service Awards
• Discount scheme
• Company Pension

Responsibilities:
The Technology Success Advocate / Helpdesk and Desktop Support Analyst provides outstanding customer service to all end-users. The role includes actively resolving help requests promptly, helping to maintain all applicable software applications and hardware, while continuing ongoing learning of new technology. Problem resolution will involve the use of diagnostic and service management tracking tools and providing remote, in-person or hands-on help at the desktop level, phone support, and chat/email support.

The key duties of the Technology Success Advocate are to:

• Provide exceptional customer service support in person, on the phone or through chat/email
• Utilise the helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA’s
• Install and configure computer hardware, software, and printers
• Investigate, diagnose and resolve computer software and hardware issues
• Assist with onboarding of new users
• Managing stock of equipment and other supplies
• Maintaining asset inventory
• Supporting and maintaining Microsoft 365
• Maintain Technology service desk policies and procedures
• Develop Knowledgebase articles for Technology group and end-users

Please contact us if you have:

• An undergraduate degree in Computer Science, Information Technology, or a similar technical field
• Extensive knowledge of Microsoft Active Directory, Windows 10/11, PC and Mac hardware, printing, peripherals, mobile devices, remote access, systems imaging, virus/malware removal, and productivity applications
• Working knowledge of ticketing platforms (Freshdesk preferred), operating systems migrations, automated deployment of software packages and updates
• Working knowledge of networking, wireless, servers, telecom and security principles
• Excellent interpersonal skills with the ability to communicate complex information easily and tactfully to a variety of audiences
• The ability to work independently and take initiative
• Demonstrated ability to identify and troubleshoot complex problems and see them through to a resolution

Technical certifications (MCP, MCSE, ITIL, A+, etc.) an advantage
Fluency in written and spoken Latin American Spanish desired but not essential
Hours: Office based with occasional on-site support across the UK – 8.30am – 5pm and available to work on occasional evenings and weekends (if required). You may also be required to attend periodic business meetings in the US.
Location : City: Colney Heath Category: Technology Success Initial Post Date: UK & Ireland Careers: 05.08.2024 Type: Regular Full-Tim

• Provide exceptional customer service support in person, on the phone or through chat/email
• Utilise the helpdesk platform (Freshdesk) to monitor, assign, and respond to helpdesk tickets while meeting SLA’s
• Install and configure computer hardware, software, and printers
• Investigate, diagnose and resolve computer software and hardware issues
• Assist with onboarding of new users
• Managing stock of equipment and other supplies
• Maintaining asset inventory
• Supporting and maintaining Microsoft 365
• Maintain Technology service desk policies and procedures
• Develop Knowledgebase articles for Technology group and end-user