
It Support Technician
Job Description
Brief Overview of the role:
To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
Accountabilities
* To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
* To ensure all tickets are managed and updated appropriately
* To return all parts in a timely manner via returns process with appropriate paperwork.
* Raise warranty tickets and manage with vendor as required – ensuring we maximise warranty credits
* To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
* To build a good and professional relationship with customers onsite.
* To engage with other Team members.
* To escalate any issues or areas for quality improvements to their Team Leader
* To follow all departmental procedures as specified by the Team Leader/ODM
* Regularly attend daily calls/team meetings
Knowledge & Key Skills
Essential:
· English and Maths to GCSE standard
· Full clean driving license
· 2 year+ experience in a PC field service environment or PC field Workshop environment
· HP Accreditations for grade
· Dell Accreditations for grade
· Familiarisation with current Microsoft desktop operating systems
· Hardware – Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs)
· Installation – Customer builds/Apps
· Flexibility & Willingness to travel.
· Good Team Player
· Good communication skills
· Good Customer care skills
· SC Level Clearance
· Participate on the standby Rota (24x7x365)
Desirable
· Comptia A+ Accreditation
· Lenovo Accreditation for grade
· Be prepared to undertake additional security clearances as required
· Complete other vendor certifications as and when requested
· Willingness to perform international travel as and when required
Critical Success Factors
· Ability to diagnose and troubleshoot effectively to minimise customer downtime.
· Ticket Management – protecting SLAs and management of open tickets
· Consistent level of customer satisfaction measurable with Customer Satisfaction returns
· To manage parts/stock allocated appropriately
· Maximise warranty performance with correct vendor engagement and adherence to vendor processes
· Ensure Hub/Locker stock within remit does not fall below minimum stock levels
· To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency
Job Types: Full-time, Part-time
Pay: From £26,000.00 per year
Benefits:
* Flexitime
* On-site parking
Schedule:
* Day shift
* Monday to Friday
* Night shift
* Weekend availability
Licence/Certification:
* FULL, UK CLEAN DRIVING LICENSE (preferred)
Work Location: In person
Job Summary

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