Technical Support Specialist
2 days ago
Wincanton Trans European Limited is seeking a skilled Technical Support Specialist to join their team in Chippenham. As the first point of contact for users, you will provide exceptional customer service and resolve technical issues efficiently.
Key Responsibilities:- Provide 1st line IT technical support, taking ownership of incidents or service requests and seeing them through to resolution.
- Monitor support ticket queues to ensure incidents are actioned in line with SLA's.
- Maintain accurate records of support tickets and keep clients updated on progress daily.
- Support Head Office staff in Chippenham, including Smart Meeting rooms and Hot Desks.
- Configure mobile devices and tablets for Operational Services using SOTI mobi-control.
- Laptop rebuilds as required.
- Escalate incidents or service requests that cannot be resolved by the Service Desk appropriately.
- BUILD strong relationships with clients, focusing on business needs and delivering exceptional customer service.
- Handle queries and updates professionally and efficiently, maintaining high levels of customer service.
- Assist with infrastructure tasks as needed.
- Occasionally attend tech bar initiatives at locations around the country to assist users with IT issues.
- Maintain user security across all systems.
- Complete service requests and administer Active Directory, End User Devices (Windows 10 and higher), Office 365, and Business Applications.
- Excellent communication and interpersonal skills, both verbal and written.
- Customer-focused attitude with a positive approach.
- Excellent telephone manner, listening, and empathy skills.
- Problem-solving and diagnostic skills.
- Ability to work effectively under pressure.
- Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL.
- Proven experience and understanding of IT infrastructure, desktop, and business applications.
- Span of technical knowledge to encompass various MS Windows versions, Basic TCP/IP Networking, Citrix, and all MS Office versions including Office 365.
- Ability to follow processes, policies, procedures, and guidelines to ensure consistent quality of service.
- Proven track record working in a Service Desk role.
- Salary: £28,500 per annum, depending on experience.
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