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It Support Technician

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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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Branderburgh Location
IT Job Pro

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