**Job Purpose Summary**
The Technician Role is a key member of the IT & Technical Support team, handling all support tasks for internal and external customers.
Main duties include triaging service desks, handling queries within IT and Draytek, and resolving technical issues within agreed SLAs.
The role requires building a strong knowledge of service desk triage and incident management processes.
**Responsibilities & Accountabilities**
* To handle all tickets to the service desk, ensuring they are triaged and escalated where applicable.
* To take ownership of issues within the remit of the Support team, ensuring they are resolved within the agreed SLA.
* To provide 1st line support, answering support queries on the telephone, and handling any queries to resolve.
* To escalate more complex problems to the appropriate teams in line with escalation procedures.
* To maintain a high degree of customer service for all support queries and adhere to all Standard Operating Procedures.
* To log all answered calls on the call logging system and ensure all responses are documented.
* To respond to email queries in a timely manner, ensuring the query gets resolved.
* To reset passwords for internal service users.
* To set up new account users and prepare employees' accounts for new starters.
* To create solutions where applicable, identify known resolutions, and document them.
**Supplier Management**
Manage day-to-day interactions with suppliers, ensuring contracts and service level agreements (SLAs) are met. Resolve issues promptly to maintain service continuity.
**License Asset Management**
Responsibility for managing the lifecycle of software licenses, ensuring accurate tracking, maintaining compliance, and providing reports on usage and renewal statuses.
**Office 365, SharePoint & Teams**
Manage correct license allocations and assign them accordingly. Understand license management processes and audit them as necessary.
**Essential Skills, Qualifications & Attributes**
* You should be customer service orientated, polite, thoughtful, and courteous with an excellent telephone manner.
* Excellent oral and written communications skills, as most work involves speaking to customers on the telephone or responding to emails by writing technical instructions.
* 1-2 years' previous experience in a technical support role.
* A strong understanding of how a service desk operates, including triage and escalation processes.
* A good working knowledge of PCs and MACs would be advantageous.
* Possess a basic understanding of ITIL principles, having completed an ITIL Foundation course or equivalent.
* Able to apply basic ITIL terminology and concepts in daily tasks, such as Incident Management, Service Request, and Change Management.
* Demonstrate a solid understanding of IT Service Desk asset management processes, ensuring accurate logging, tracking, and reporting of assets in the asset register.
* Possess a competent understanding of Windows OS and BIOS configuration.
* Able to troubleshoot and resolve common issues independently, adhering to standard procedures and best practice.