IT Support Center Specialist

3 weeks ago


London, Greater London, United Kingdom Motability Operations Full time
Position Overview
As an IT Support Center Specialist, you will provide essential first-line phone assistance and second-line hardware support within the Motability Operations IT Service Center. This role is primarily focused on delivering exceptional customer service through phone interactions, alongside diagnosing hardware issues for desktops, laptops, and mobile devices. You will take charge of logging calls and resolving issues, ensuring that internal customer concerns are managed effectively while aligning with business needs.

Key Responsibilities:
  • Respond to all customer inquiries in a professional, friendly, and timely manner, whether via phone or in person.
  • Deliver 'tier one' desktop support to internal clients and manage incoming calls efficiently.
  • Take ownership of reported issues, managing customer expectations and providing regular updates on progress.
  • Serve as a liaison with technology departments to facilitate timely resolutions on behalf of customers.
  • Represent the IT Service Center professionally across the organization.
  • Utilize sound judgment to make decisions that enhance customer satisfaction.
  • Continuously seek to improve personal performance to meet team and departmental service level agreements (SLAs) and key performance indicators (KPIs).
  • Engage in self-development and learning opportunities, progressing towards tier two support and account management.
  • Contribute innovative ideas for the proactive enhancement of Service Center operations.
  • Handle issues with minimal supervision.

Candidate Profile:
The ideal candidate will possess the following skills and experience:
  • Experience in a customer service or service center environment.
  • Strong customer service and problem-solving abilities.
  • Proficient in development and learning skills.

Technical Expertise:
Familiarity with the following systems and technologies is essential:
  • Support for Microsoft Windows 10/11 in a corporate setting.
  • Administration of Microsoft Active Directory.
  • Support for Microsoft 365 applications.
  • Assistance with remote connectivity and VPN.
  • Knowledge of LAN/WAN technologies.
  • Experience with HP hardware (laptops and desktops).
  • Support for printers and multi-function devices.


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