Careers

Junior IT Support Technician

The Role:

We are looking for a highly motivated Support Technician seeking to make an immediate impact to our organisation. The successful candidate will be responsible for providing 1st line IT support to our large customer base, ensuring the highest levels of customer service are maintained.

Working to ITIL principles, the successful candidate with ensure that all IT policies and procedures are maintained whilst managing user/customer expectation. To maintain the current and future business needs, in line with industry standards.

Experience, Qualifications & Training:

• Customer focussed with excellent interpersonal and communication skills (Essential).
• Hands on, flexible and pro-active approach with willingness to learn.
• Flair for problem solving and methodical approach to issue diagnosis (Essential).
• Team player who enjoys sharing knowledge with colleagues.
• Well organised with excellent time management skills and ability to work without supervision (Essential).
• Good working knowledge of MS Windows (Client devices).
• Understanding of MS Exchange and AD (Users and Computers).
• Experience of mobile device and application management across Microsoft, Apple and Android platforms (Desirable).
• Full driving license and access to own transport (Essential).
• 1-3 years previous customer facing support role, preferably technology related.
• A people person, who enjoys interacting and talking to people on a daily basis and can form strong relationships and connections.

Principle accountabilities:

• Helping customers as soon as they walk into the door and being that first Point of call for all issues, prior to escalation.
• Talking to customers over the phone, in person or via chat / email to capture, record and resolve technical problems experienced.
• Maintain an accurate record of all issues encountered, the corrective steps undertaken and any resolutions found.
• Take ownership of customer issues and ensure they are carried through to completion (Where possible – if not escalated).
• Upkeep and stick to the agreed SLA (Service Level Agreement) within the business.
• To maintain the asset database ensuring costs are controlled, items are fully accounted for and available to honour departmental deliverables.
• To be able to have flexibility with varying day-shift patterns.
• To manage and contribute to strategic projects as identified by the Service Desk Manager.
• To report to the Service Desk manager about any potential arising trends within the Service Desk client, in order to establish trends per user, software or department.
• Any other ad hoc tasks as set by Service Desk Manager.