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IT Support Specialist
2 months ago
Location: Onsite
Contract Duration: 5 months with potential for extension
Compensation: £178 per day (inside IR35)
Role Overview:
The IT Support function is a vital component of our client's IT Services Strategy, delivering a customer-centric approach across the UK, ensuring high levels of service and satisfaction.
The IT Support Specialist will be responsible for logging incidents and service requests, providing technical solutions for first-time fixes, and escalating issues to second-level support when necessary.
Main Responsibilities:- Deliver technical solutions on the first attempt whenever feasible, adhering to established targets and KPIs.
- Ensure that all internal and external communications are handled effectively and efficiently, meeting the required service level agreements (SLAs).
- Accurately assess the impact and urgency of incidents and requests.
- Collaborate with all support teams to resolve incidents and maintain customer satisfaction.
- Oversee incident resolution within the local subsidiary, coordinating with headquarters and third-party providers.
- Manage multiple work channels, ensuring that each queue is maintained and relevant management information is provided daily to the Service Operations Manager.
- Organize daily work tasks using the incident management system.
- Provide written and verbal updates to stakeholders at all levels of the organization.
- Handle complaints and escalate issues as necessary.
- Create and maintain a knowledge base and local operational instructions.
- Manage escalations for all service users, conducting comprehensive business impact analyses.
- Oversee out-of-hours escalations with support from management and headquarters.
- Facilitate Service Desk approval for the transition of new products and services into operational status.
- Strong time and priority management skills to ensure efficient service delivery.
- Self-motivated with a collaborative team spirit.
- Ability to independently resolve incidents while also working effectively within a team.
- Willingness to learn and support new applications and systems.
- Proficient in influencing stakeholders to assist users in completing necessary actions.
- Excellent verbal and written communication skills to ensure customer satisfaction.
- Ability to thrive in a high-pressure environment while meeting deadlines.
- Demonstrated analytical skills.
Mandatory:
Experience in an IT support role, with skills in personal computer and technical support.
Proven proficiency in Microsoft Office.
Desirable:
ITIL Foundation certification.
Service Desk or Customer Care certification.
Previous experience in Financial Services, Automotive Finance, or retail consumer finance (B2C).
If you meet the qualifications outlined above, we encourage you to consider this opportunity with Experis.
