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Customer Support Specialist
2 months ago
This position is responsible for providing technical support to the Benchmark group users, sites, computers, and related systems.
Key Responsibilities- Act as the first point of contact for end users, guiding them through solutions or troubleshooting to collect more information for escalation.
- Receive and respond to incoming requests regarding issues that arise, prioritizing as necessary, resolving them within agreed service level agreements (SLAs) and escalating to the IT Service Desk Supervisor as appropriate.
- Respond to the IT Service Desk Supervisor and IT Service Desk Manager by prioritizing and resolving any escalated issues/requests as instructed by them.
- Accurately document instances of hardware failure, repair, installation, and removal, contributing to knowledge sharing across the wider team.
- Oversee the installation, configuration, maintenance, and troubleshooting of end-user hardware, software, and peripheral devices, including telecommunications.
- Ensure office space and technology are maintained, working, and organized throughout.
- Account Management - create, issue, and manage/maintain corporate accounts for joiners/movers/leavers, following a fully auditable procedure.
- Liaise with and provide education to staff on computer operation, new user training, infrastructure policies & application use within the business, and other relevant issues.
- Help and support the IT team in deploying and rolling out internal software applications.
- Maintain stock levels for hardware, consumables, and software licenses.
- Maintain an inventory of all IT Assets (hardware and software) as directed by the IT Service Desk Manager, as required.
- Monitor and test PC performance and provide statistics and reports to the IT Service Desk Manager as required.
- Ensure that the company complies with regulatory standards and best practices. Also, help oversee IT-related verifications, audits, and due diligence.
- Travel to remote sites occasionally to onboard and set up new acquisitions and joiners, coordinate efforts, and instruct users.
- Demonstrable in-depth technical knowledge of modern client operating systems (Windows Client OS, Windows Server), and best practice IT standards (ITIL).
- Excellent understanding of networking principles, including TCP/IP coupled with an understanding of Active Directory and machine builds via imaging.
- Working knowledge of common software and cloud applications, such as Microsoft 365, Outlook, MS Teams, Anti-Virus & Security Endpoints.
- Ability to troubleshoot user problems using own initiative in a timely and accurate fashion, and provide end-user training and assistance where required.
- Customer-focused and can present ideas and concepts in user-friendly language.
- College Diploma / GCSE / A-Level in the field of computer science or information systems or a related discipline preferred.
- At least 2 years in a technical desktop support role, troubleshooting and diagnosing faults in hardware such as desktop PCs, laptops, printers, telephones, and mobile devices.
- Flexible and willing to work outside core business hours as required.
- Knowledge of creating, deploying, and managing Windows 10 images and patching applications in an enterprise organization using MDT/WDS.
- Skills implementing Windows 10 as a service (automating upgrades/patching).
- Microsoft MTA certification(s).
- Knowledge of ServiceNow ticketing system.
- Knowledge of ITIL concepts and ITSM best practices.
Schroders Recruitment is an equal opportunities employer and welcomes applications from diverse candidates. Our purpose is to provide excellent client outcomes and service. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose.
