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Technical Service Desk
4 months ago
If you are a Technical Service Desk, please do read on:
Responsibilities
Main Purpose of the Role
This role will be responsible for the delivery of technical services within our Service & Support division, based from our HQ in High Wycombe. You will be responsible for delivery of support to the onsite and field engineering teams as well as the service desk and clients. The service desk will look to you to provide technical information, documentation, files, advice and solutions. You will review field engineering reports where a follow up is required and advise on next steps, time required, skillset required and any hardware required. You will keep up to date with new technology and closely monitor the systems we are installing to ensure the service team are up to date with training on all installed products we support. You will be able to demonstrate skills in time management prioritisation of tasks working to SLAs and KPIs, technical knowledge and client facing customer service.
Main Responsibilities
Provide 1st line technical support to our clients, service engineering team and customer service desk.
Make and receive calls to high end customers, working towards a good relationship with regular customers always empathising and finding a solution as quickly as possible.
Provide technical support to the Service & Support Director for Sales activity.
Investigate reported faults, assess and liaise with service engineers and team for follow up.
Provide telephone and remote support.
Work with the wider technical teams to ensure an open and collaborative approach that deliver fast solutions to our service clients.
Ensure that record keeping is at its best and up to date, creation of systems to enter, store and easily access technical data.
Manage supplier relationships for tech support, returns, repairs and specification of parts
Proactively monitor technical requirements on client sites and potential new clients, make Service & Support Director and team aware of any specific support requirements or areas to focus on/be mindful of.
Maintain an awareness of, and compliance with, the company's quality, environmental and Health and Safety policies.
Take a proactive approach to our support model and suggest/implement changes as required to aid our growth.
Be a point of escalation for ongoing/recurring faults - taking a pro-active approach, attending client sites if required and ensuring a resolve is achieved while maintaining communication with clients.Qualification and Experience:
Minimum 5 years technical Audio-Visual experience.
Meticulous and proven organisational skills and ability to manage your time and prioritise tasks.
Live within a 25 mile radius of High Wycombe
