Technical Support Specialist

2 weeks ago


Wembley, United Kingdom Transputec Full time

Key Accountabilities


We are seeking a skilled Technical Support Specialist to join our global team. As a key member of our IT support team, you will be responsible for providing high-quality technical support to our customers worldwide.



  • Provide technical support to customers via phone, email, and self-service platforms.
  • Support users via remote assistance, ensuring a high level of resolution at first contact.
  • Meet service level targets for creation, resolution, and closure of service desk calls on a monthly basis.
  • Maintain an acceptable level of service to customers and the business.
  • Escalate complex issues to the 1st line team leader immediately.
  • Highlight trends and major incidents to the 1st line team leader immediately.

Measures


We measure our success by the following key performance indicators:



  • Meeting service level targets for creation, resolution, and closure of service desk calls on a monthly basis.
  • Maintaining an acceptable level of service to customers and the business.
  • Meeting SLAs as agreed within yearly objectives.
  • Consistently delivering high-quality service to customers.
  • Ability to escalate complex service issues.

Personal Specification


We are looking for a highly motivated and organized individual with excellent customer service skills and a strong understanding of IT hardware and software.



  • Excellent telephone and customer service manner.
  • Good understanding of IT hardware and software.
  • Focused on quality.
  • Good customer service skills.
  • Self-motivated.
  • Excellent interpersonal skills.
  • Good organizational skills.

Education


The following qualifications are advantageous:



  • ITIL Foundation (v3) or similar.
  • Industry IT standard certification (MCP or similar).

Desirable


We are looking for candidates with the following experience:



  • Minimum 1 year previous support experience within an IT support environment or similar role supporting customers.
  • Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel, and MS PowerPoint.
  • Experience with using and troubleshooting Windows 10/x and MacOS X.
  • Understanding of ITIL and its framework.
  • Experience in supporting users in a Citrix environment or remote desktop tools.

Language


The language of this job is English.




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