Senior Customer Support Specialist

4 weeks ago

Hayes, Greater London, United Kingdom World Vision Full time

Job Overview

The Senior Customer Support Specialist will play a pivotal role in addressing customer inquiries by diagnosing and resolving issues while supporting the ongoing technological requirements of all staff through help desk assistance. This position involves working with a diverse array of infrastructure products and fundamental networking components. You will be responsible for maintaining and supporting moderately to highly complex client products and managing multiple projects as a collaborative team member.

Key Responsibilities:

  • Act as the first point of contact for technical support to end users.
  • Handle Level 2 support requests and collaborate with vendors for Level 3 support.
  • Generate activity and status reports to track progress.
  • Provide user access services efficiently.
  • Investigate trouble issues impacting multiple clients.
  • Review and follow checklists and scripts for troubleshooting.
  • Work alongside vendor technical support personnel to devise solutions for clients.
  • Contribute to the development of service-level objectives and take proactive steps to meet or exceed these targets.
  • Monitor service-level objectives to ensure compliance with requirements.
  • Make recommendations to enhance performance and client satisfaction metrics.
  • Follow up promptly to ensure customer satisfaction.

Service Enhancements:

  • Track performance metrics to identify areas for improvement.
  • Review tracking logs to detect recurring issues or widespread problems.
  • Develop procedures and controls aimed at service enhancements.
  • Engage with hardware vendors to resolve issues or escalate for additional support.
  • Diagnose and resolve hardware and software issues for client workstations and mobile devices.
  • Create temporary solutions until permanent resolutions can be implemented.
  • Coordinate the resolution of escalated application, hardware, and software challenges.
  • Provide input during project planning and requirements phases.

Client Technology Support:

  • Participate in the deployment of new or upgraded information technology and infrastructure projects, assisting colleagues and vendor partners.
  • Install and perform minor repairs on hardware, software, and peripheral equipment according to design specifications.
  • Update configuration management tools as necessary.
  • Develop and document procedures for configuration changes, updates, and upgrades.
  • Provide ongoing support for client technology.
  • Create, modify, and review documentation related to issue resolutions.
  • Develop and deliver documentation to ensure adequate end-user support.
  • Submit documented resolutions to the Knowledge Base.
  • Update manuals and guides to reflect new recommended products.
  • Alert team members about recurring issues.
  • Communicate technical information effectively to both technical and non-technical personnel.
  • Serve in an advisory capacity regarding equipment purchases.
  • Train colleagues on new or existing functionalities or services.
  • Identify customer training needs based on common challenges.
  • Assist in improving the overall digital literacy and proficiency of colleagues.

Qualifications:

  • 1-2 years of experience in delivering IT services to various customer profiles in a business setting.
  • Bachelor's degree in Computer Science, Information Systems, or relevant industry certifications (e.g., Cisco CCSA, Microsoft MCSE) or related IT work experience.
  • Demonstrated knowledge of basic to moderately complex hardware and software products along with strong problem-solving and diagnostic skills.
  • Proven technical skills in Microsoft Office Software, various antivirus solutions, network environments, and cloud backup and restore systems.
  • Ability to work effectively under pressure and manage multiple tasks while demonstrating strong problem-solving capabilities.
  • Excellent organizational skills with the ability to prioritize effectively.
  • Ability to perform well both independently and as part of a team.

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