Job Purpose Summary
The technician role is a key member of the IT & Technical Support team. This team handles all support tasks for our internal IT & external Draytek customers.
The main duties of the role are to triage the service desks once queries are received and handle queries within IT and Draytek. The role will help users to resolve any service & technical issues that they are experiencing within the agreed SLA.
The role will be responsible for ensuring any critical incidents are flagged and escalated to the correct teams. The person will need to build up a strong knowledge of the service desk triage and incident management processes to be successful within the role.
Responsibilities & Accountabilities
Main Duties
1. To handle all tickets to the service desk ensuring they are triaged and escalated where applicable.
2. To take ownership of issues within the remit of the Support team, ensuring they are resolved within the agreed SLA.
3. To provide 1st line support, answering support queries on the telephone, and handling any queries to resolve.
4. To escalate more complex problems to the appropriate teams in line with escalation procedures.
5. To maintain a high degree of customer service for all support queries and adhere to all Standard Operating Procedures.
6. To log all answered calls on the call logging system.
7. To respond to email queries in a timely manner ensuring the query gets resolved.
8. Completing reset passwords for internal service users.
9. To set up new account users and prepare employee data for new starters for internal service desk.
10. Solution creation where applicable, identify known resolutions and document.
11. Supplier Management: Manage day-to-day interactions with suppliers, ensuring contracts & service level agreements (SLAs) are met. Resolve issues promptly to maintain service continuity.
12. License Asset Management: Responsibility for managing the lifecycle of software licenses, ensuring accurate tracking, maintaining compliance & providing reports on usage & renewal statuses.
13. Office 365, SharePoint & Teams: Manage correct license allocations and assign. Understand license management processes / audit.
Essential Skills, Qualifications & Attributes
Key Attributes
1. You should be customer service orientated, polite, thoughtful, and courteous with an excellent telephone manner.
2. Excellent oral and written communications skills as most of your work involves speaking to customers on the telephone or responding to Emails by writing technical instructions.
3. 1-2 years’ previous experience in a technical support role.
4. Strong understanding of how a service desk operates with triage & escalation processes.
5. A very good working knowledge of PCs and MACs would be advantageous.
6. ITIL Application: Possess a basic understanding of ITIL principles, having completed an ITIL Foundation course or equivalent. Able to apply basic ITIL terminology & concepts in daily tasks, such as Incident Management, Service Request & Change Management.
7. CMD & Asset Management: Demonstrate a solid understanding of IT Service Desk asset management processes, ensuring accurate logging, tracking & reporting of assets in the asset register.
8. Windows Operating Systems: Possess a competent understanding of Windows OS & BIOS configuration. Able to troubleshoot & resolve common issues independently. Adhere to standard procedures & best practices.
Educational
1. Degree level in Computing or IT related (Desired but not mandatory).
2. IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+.
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
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