IT Service Delivery Expert

1 day ago


Manchester, United Kingdom Focustechs Full time

As an IT Service Delivery Expert at Focustechs, you will be responsible for delivering exceptional customer service and technical support to our clients.

We are a fast-growing managed service provider with strong partnerships with industry-leading partners to ensure we deliver the right and best service that our clients expect.

Our company mission is to empower businesses with the gift of time and expert guidance, fuelling growth and a partnership for long-term shared success through technology.

We are seeking a highly motivated technical person with strong communication skills and some experience in the technical support arena to join our consulting business just outside of Wigan, Manchester.

The successful candidate will have a strong focus on delivering best-in-class customer service delivery, working as part of our Tier 2 team to provide second-line IT Technical support for internal and external client support requests escalated by our first-line team.

Job Requirements
  • Assisting clients with frontline support over all channels (phone, MS Teams, Remote Control, and onsite)
  • Maintaining Best in Class Customer Service Delivery
  • Maintaining Focus Technology Solutions telephone standards to defined KPI's
  • Managing all service tickets according to defined processes
  • Managing your calendar with support tickets and internal activities
  • Gaining and maintaining core qualifications in line with your personal training plan (PDP)
  • Maintaining and improving quality standards with continuous improvement functions

The ideal candidate will have:

  • Strong communication and interpersonal skills
  • A full driving license and vehicle
  • At least 1 year of experience in an IT Service Desk support role
  • Knowledge and experience of Windows 10/11 and Office 365 applications
  • Knowledge and experience of supporting workstation hardware (Windows & MAC)
  • Experience of providing 1st line support

Benefits

  • Flexible mobile working – work from home
  • Fully supplied office drinks and snacks etc.
  • Free on-site car parking
  • Regular team social events
  • Schedule: Monday – Friday, Shift pattern 08:00 – 16:00 | 10:00 – 18:00 (except English Public Holidays)


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