Technical Support Specialist

2 months ago

Burntwood, Staffordshire, United Kingdom Busy Bees Nurseries Full time

Job Title: Technical Support Specialist

Reports to: Service Manager

Employment type: Full time fixed term contract for 12 months initially.

Location: Burntwood, Staffordshire

About the Role

We are seeking a proactive Technical Support Specialist who will spearhead the resolution of 1st and 2nd line support requests for our teams. Your responsibilities will include managing calls and emails, as well as utilizing a user-friendly Self-Service Portal to address technical challenges.

About Busy Bees and Our Culture

Founded in 1983, we have grown to become the largest childcare provider in the UK and the fourth largest globally, with plans to expand our reach significantly. To achieve our ambitious goals, we require exceptional talent that can contribute to our world-class vision and leave a lasting impact on their careers with us.

At Busy Bees, we offer a range of benefits, including competitive compensation, flexible working hours, and opportunities for professional growth. Our supportive and collaborative environment allows you to learn from experienced colleagues and build meaningful connections.

Benefits

  • Leading Family Leave Policies.
  • Comprehensive Benefits Package. Access to a dedicated 24/7 employee benefits platform with discounts on retail, cinema, and travel.
  • Childcare Discounts.
  • Birthday Leave.
  • Health and Wellbeing Support. Utilize our Employee Assistance Program and mental health resources when needed.
  • Training and Development Opportunities. Access to our training programs to support your professional development and further qualifications.

Key Responsibilities

  • Deliver exceptional support to our internal customers as part of the Technology and Change Service Desk, addressing their diverse technical needs.
  • Collaborate with internal technology teams, change management staff, and external vendors to ensure timely issue resolution in line with our Service Level Agreements (SLAs).
  • Oversee the creation of new user accounts, provide ongoing support, and manage accounts for departing staff, following industry best practices.
  • Build and maintain strong relationships with stakeholders at various levels, enhancing trust and rapport within the team.
  • Troubleshoot complex hardware and internet issues via telephone, taking ownership of unresolved problems by coordinating with third-party services.
  • Manage desktop PCs, laptops, and mobile devices using existing Mobile Device Management (MDM) tools.
  • Document unique resolutions to improve the internal knowledge base and create helpful guides for team use.
  • Process system access requests in accordance with established audit guidelines and in agreement with business owners.
  • Generate reports to provide insights into departmental performance based on key performance indicators.
  • Order hardware and prioritize tasks to meet budget targets and ensure the availability of necessary equipment.
  • Occasionally travel to various locations to address and resolve complex issues in person.

Key Skills and Experience

  • Essential Technical Knowledge: Proficient in various IT systems and software, including Microsoft 365, Microsoft Office, Windows, and Android operating systems, with familiarity in ITIL frameworks. Experience with Active Directory and remote troubleshooting is highly desirable.
  • Demonstrated experience in a service desk or IT support role.
  • Ability to handle both hardware and software issues, providing support via phone, email, and in person.
  • Strong customer service skills, with the ability to explain technical concepts to non-technical users clearly.
  • Experience working collaboratively in a team environment, sharing knowledge, and contributing to team projects.

Education and Qualifications

  • No formal educational qualifications are required; however, relevant certifications in IT support or service management, such as ITIL or CompTIA, would be advantageous.
  • Full clean driving license.

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