IT Support Specialist

4 weeks ago


Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Brewin Dolphin Full time

Job Description

Responsibilities

  • Deliver exceptional customer service to Brewin Dolphin employees by demonstrating a can-do attitude and service excellence approach.
  • Follow the Incident Management process and work within agreed SLAs to ensure targets are met.
  • Install, support, and troubleshoot software and hardware issues, primarily MS Office and bespoke finance applications used across the organisation.
  • Liaise closely with other Support Teams to ensure issues are logged into the call logging system, escalated where necessary, and managed from start to finish, providing regular customer updates.
  • Identify trends to promote a proactive Service Desk environment, investigating issues before they impact the end customer.
  • Regularly update and maintain the knowledge base, sharing troubleshooting tips and fixes within the team.
  • Manage high-priority incidents and high-profile customers to ensure service and reputation are upheld to the highest standards.
  • Provide feedback and input for continual service improvement of the Service Desk's activities.

Requirements

  • Excellent customer service skills to deliver a world-class customer experience.
  • Highly motivated and capable of working independently and using your own initiative.
  • A can-do attitude, solutions-focused, and willing to help out where necessary.
  • A proactive team member, suggesting ideas and taking on tasks from other support teams to improve the Service Desk's ability to resolve issues.
  • Experience working in a busy Service Desk environment, with a strong understanding of incident management, SLAs, and typical KPIs and targets.
  • Able to develop your knowledge and skillset while resolving calls efficiently, working to increase your resolution rate.
  • Strong communication skills (written and oral) to liaise with people at all levels across Brewin Dolphin, dealing with challenging situations.
  • Able to multi-task effectively, using your initiative to prioritise issues and meet customer expectations.
  • Strong technical skills across infrastructure, desktop devices, and operating systems, with the ability to problem-solve and fix issues swiftly.
  • Experience managing high volumes of incoming phone calls, managing incoming work from multiple sources, and managing calls and requests within SLAs.
  • Evidence of consistent achievement against performance targets, as well as experience managing on-boarding, systems access, and off-boarding of employees.


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