IT Support

2 months ago

Cardiff, Cardiff, United Kingdom Onecom Full time

Job Title: IT Support - 1st Line Analyst

Company: Excalibur, part of the Onecom Group

Salary: £30,500 per annum

Location: Swindon

The task at hand: To be the primary point of contact for the Excalibur IT Managed Services customer base providing IT first line support for windows based desktops/servers, Microsoft 365, and various associated on-premise/cloud software including Backup/IT Security etc.

You'll be great in this role if:
- You have excellent interpersonal and customer-facing communication skills
- You have excellent organisational skills, with an ability to remain focussed under pressure
- You can actively maintain technical knowledge of current IT technology offerings and solutions
- You can proactively search and find solutions for customer issues
- You have thorough knowledge and understanding of our key products and services and the benefits they offer; thorough understanding of the vision and values of Excalibur
- You are able to work in a high pressure, fast paced environment

What you ll be busy doing:

Primary agent for answering incoming phone calls and e-mails to the Excalibur Service Desk, ensuring customers are dealt with promptly and within SLA.
- Accurate logging of customer incidents and requests within the Excalibur ITSM with appropriate assessment of customer impact and priority.
- To provide a level of technical expertise directly to Excalibur customers in order to resolve their incidents and service requests.
- Maintain a high level of First Contact Resolution for customer incidents and service requests.
- Identify where First Contact Resolution may not be possible and escalate incidents and requests to 2nd Line Engineers in order to meet overall SLA and priority.
- To update the ITSM system in an effective and timely manner effectively managing and updating the customer tickets.
- To develop and maintain excellent relationships with customers and become a trusted source of advice.
- To collaborate with all members of the IT Service Desk to provide an outstanding service to the Excalibur customers.
- To continue personal development through training on relevant product and business knowledge.

Onecom Perks and Benefits:
Agile working: Enabling our people to work where they work best, using our Agile Working Policy
Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year
Birthday Break: Day off for your birthday, during your birthday month
MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks
Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme
Wellbeing: Discounted Gym membership, free access to guided meditation and sleep stories, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support
Pension: We offer 9% combined pension contribution
Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support
Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption
Rewards: Quarterly employee reward programme and annual awards
Discounts: Discounts on tech
Referral Incentive: You ll receive a bonus for each successful friend or family member you refer
Socials: Work hard and play hard with our all-expenses paid company events and parties
Foundation: Paid time off to support your chosen charity initiatives and events for our Charity partners
Academy: Limitless professional development with access to our in-house training academy

Who we are

Onecom is the recognised provider of Communication Technology, trusted by UK Organisations to deliver unparalleled expertise and simply brilliant customer experiences to more than 800,000 Corporate citizens globally.

We ve built an award-winning team of 650+ ambitious, inspiring and innovative individuals.

We re driven by our pride in our brand and our dedication to create a market-leading environment where our people can be the best version of themselves. Want to join our journey? Apply Now.

Equity, Diversity & Inclusion

Onecom wants to meet the aims and commitments set out in our Equal Opportunities Policy. This includes not discriminating under the Equality Act 2010 and building an accurate understanding of the make-up of our talent pools in encouraging equity, diversity and inclusion. We ask candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and the data gathered will be used to inform our future initiatives.

Notice to Recruitment Agencies

Onecom operates a direct sourcing model and does not accept speculative CVs

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