Technical Support Specialist

4 weeks ago

Sheffield, Sheffield, United Kingdom Moston Full time
Position Overview

Moston is seeking a dedicated individual with a passion for customer support to embark on a rewarding career in IT services.

Our organization provides numerous opportunities for professional growth and advancement within the company.

Key Responsibilities:

  • Serve as the first point of contact for technical inquiries, collaborating with both internal and external teams to ensure effective service delivery and adherence to service standards.
  • Document updates in the IT Service Management system, ensuring timely communication with end users and managing tickets through to resolution.
  • Handle ticket management via telephone, email, and self-service platforms.
  • Oversee the first line of incident and service request tickets, including investigation, diagnosis, and resolution within agreed service levels.
  • Assess and prioritize incoming tickets based on their impact and urgency.
  • Escalate critical incident tickets through the appropriate channels.
  • Collaborate with service providers as necessary to manage and resolve user tickets.
  • Administer user accounts, including the creation, modification, and removal of access rights.
  • Enhance customer satisfaction by demonstrating exceptional communication skills and a professional phone demeanor.
  • Effectively prioritize and manage ticket escalations according to established procedures.
  • Utilize the user knowledge base to promote self-service options among employees.
  • Ensure that tickets related to ongoing problem records are accurately linked and that appropriate workarounds are applied.
  • Engage with end users to confirm the resolution of their tickets.
  • Meet established service targets for call handling and response times.

Focus Areas:

  • Management of first line incident and service request tickets.
  • Adherence to service levels to achieve favorable outcomes in ticket management.
  • Commitment to maintaining minimum data requirements for ticket logging.
  • Prioritization of tickets based on a defined priority matrix, with regular reviews as needed.
  • Proactively identify opportunities for service improvement and first-time resolution.
  • Focus on the core principles of stability, value, agility, and assurance.
  • Deliver exceptional customer service and maintain a professional phone manner.

Technical Skills:

  • Experience in a service desk environment.
  • User account administration.
  • Application deployment and installation.
  • Knowledge of Windows 10.
  • Configuration and setup of mobile devices.
  • Administration of Exchange mailboxes.
  • Office 365 management.
  • InTune administration and oversight.
  • General troubleshooting for IT services.

Working Skills:

  • Second line technical knowledge related to IT deliverables.
  • Ability to navigate various business platforms and applications.
  • Proficient in working with end-user and branch-specific hardware.
  • Capable of translating technical jargon into easily understandable terms.
  • Coordinate with branch personnel to ensure their needs are met with a flexible approach.
  • Strong troubleshooting and problem-solving abilities.

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