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IT Service Desk Technicians

3 months ago

Stockport, Stockport, United Kingdom Quadris Ltd Full time
IT Service Desk Technician
Graduate Level

Summary:

The key purpose of the job is to provide solutions to customers' more common IT problems by taking ownership of service requests with clear customer communication, and delivering exceptional levels of service through managing customer expectations.

This is a full-time position working Monday-Friday, 37.5 hours per week, on a variety of shift patterns between our core hours of 7am-6pm.

There is also a requirement to work flexibly outside these core hourswhere required which may involve evenings and/or weekends.

What Does Success Look Like:

Putting the customer at the heart of everything you do and delivering an excellent It support service with an aim for first fix solutions for the majority of your customer requests.

Being a shining star through your
CSATresults, achieving an excellent response rate as well as achieving gold status feedback as your norm.

Doing the right thing. Role modelling the Quadris way and company values; Understanding Applied.

Key Roles:
Deliver exceptional customer service, first time, every time using plain English
Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests
Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution
Escalating incidents and requests where support is required
Prioritising and managing workload to ensure contractual SLA's are met
Support delivery of maintenance tasks relating to clients IT needs
Identify incidents and escalate appropriately
Delivery against job specific Key Result Areas (KRA's)
KPIs To Monitor and Influence:

CSAT
First Time Fix
Call Quality
Ticket Quality
Delivery against SLA's
Personal & Professional Development
Essential Skills and Qualifications
Passion for IT
Highly motivated to deliver exceptional quality service; Excellent customer service skills
Highly motivated/passionate to learn and develop
Strong organisational skills; including punctuality and dependability
Experience working in a support desk environment – minimum 6 months
Level 3 IT qualification or equivalent experience
Problem Solving; naturally
Technology –Windows Server R2, Windows 10, Office, DNS/DHCP, Networking basics inc. LAN/WAN, Active Directory
Effective team working
Able to work in a sometimes fast paced environment
First class skills with record keeping and documentation
Ability to work within Service Level Agreements (SLA's)
Desirable Experience, Skills and Qualifications
Office 365 inc. security features
Experience using a CRM system
Microsoft Teams

DATTO
Mimecast/Proofpoint
Stratodesk
Veeam

The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.

We take care of our people by offering:
~21 days paid leave + Bank Holidays (rising with length of service)

Contributory Pension Scheme, tiered contributions rising to 7% with length of service.
Life Assurance -Death in Service Benefit (x4 annual salary)
Free independent financial wellbeing advice when you join us
Tailored personal development plans and career journey planning
Fully/Partially Funded training
Free parking
Environment that focuses on your wellbeing; including quarterly and annual social events
Free vitamins to keep you fit and healthy
Free refreshments
Free fruit
*Subject to agreement with your Line Manager/Business Needs
IT Service Desk Technician
Graduate Level
Experience Graduate in IT, computer Sciences or equivalent IT related degree
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