IT Support Specialist

7 days ago

Swindon, Swindon, United Kingdom Peaple Talent Full time
About the Role

We are seeking a highly motivated and experienced IT Support Specialist to join our team at Peaple Talent. As an IT Support Specialist, you will play a critical role in providing exceptional customer service and resolving IT issues to a high standard.

Key Responsibilities
  • Customer Service: Deliver exceptional customer service and ensure high levels of customer satisfaction.
  • Incident Management: Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within SLAs.
  • Troubleshooting: Perform remote troubleshooting using diagnostic techniques and provide high-quality triage of calls.
  • Technical Support: Support a variety of technologies including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
  • Decision Making: Make informed decisions on issues that require escalation to management.
  • Incident Escalation: Escalate major incidents promptly and clearly, gathering comprehensive details on the incident and its impact.
  • Knowledge Management: Contribute to the internal Knowledgebase by creating documentation.
  • Service Improvement: Continuously seek to improve service desk offerings and the overall customer experience.
Requirements
  • Experience: Extensive experience as an IT Service Desk Analyst, preferably across multiple organizations or within a service provider.
  • Technical Skills: Strong technical foundation with excellent Office 365, desktop, and application support skills.
  • Problem Solving: Proficiency in troubleshooting technical desktop and application issues.
  • Operating Systems: Good knowledge of Microsoft Operating Systems and Active Directory administration.
  • Customer Service: Strong customer service ethos, with a passion for delivering outstanding service.
  • Communication: Excellent analytical and problem-solving skills.
  • Time Management: Ability to manage multiple incidents and priorities efficiently and calmly.
  • Communication: Strong communication skills, both written and verbal, with a professional telephone manner.
  • Problem Ownership: Proven ability to take ownership of problems and see them through to resolution.
  • Pressure Management: Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
  • Regulatory Knowledge: Experience working in a Financial Advisors or FCA regulated environment is preferred.
  • ITIL Knowledge: Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.
Benefits
  • Holiday Entitlement: 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
  • Pension Scheme: Contribute up to 5% and the company will match it, plus an additional 5%.
  • Critical Illness Cover: Critical illness cover.
  • Income Protection: Income protection: 1x salary.
  • Death in Service: Death in service: 4x salary.
  • Bonus Scheme: Bonus scheme: 7.5% on target bonus.
  • Flexible Benefits: Flexible benefits, including private medical insurance, dental insurance, and more.

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