Service Desk Technician

OverviewThe purpose of this position is to deliver timely and effective solutions to customers’ IT incidents and service requests by assuming full ownership from initial contact to resolution. The role includes responsibility for meeting defined Response SLAs and ensuring that major incidents are promptly escalated to the Escalations Team for advanced investigation and resolution. Clear and consistent communication, strong service ownership, and proactive management of customer expectations are essential to maintaining the high standards of service quality expected at Quadris.This is a full-time position working Monday-Friday, 37.5 hours per week, on a variety of shift patterns between our core hours of 7am-6pm. There is also a requirement to work flexibly outside these core hours which may involve evenings and/or weekends.What Does Success Look LikeSuccess in this role means putting the customer at the heart of everything you do and consistently delivering an exceptional IT support experience. You’ll aim for first-time resolution on the majority of tickets, demonstrating technical confidence and ownership. Your commitment to quality service will shine through outstanding CSAT results - achieving excellent response rates and making gold-standard feedback your norm. Above all, success means doing the right thing, every time: role-modelling the Quadris Way and demonstrating our company values.Key RolesDeliver exceptional customer service, first time, every time using plain EnglishHandle incoming service requests through calls, email and customer portal and taking responsibility for logging all requestsTroubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolutionEscalating incidents and requests where support is requiredPrioritising and managing workload to ensure contractual SLA’s are metSupport delivery of maintenance tasks relating to clients IT needsIdentify incidents and escalate appropriatelyDelivery against job specific Key Result Areas (KRA’s)KPIsCSATFirst Time FixCall QualityTicket QualityDelivery against SLA'sPersonal & Professional DevelopmentEssential Skills and QualificationsPassion for IT and Technology in generalStrong communication skills both verbal and writtenAbility to work within Service Level Agreements (SLA's)Highly motivated to deliver exceptional quality service with excellent customer service skillsHighly motivated/passionate to learn and developStrong organisational skills; including punctuality and reliabilityAccurate record keeping and documentationExperience using a PSA or CRM system (Halo/CW Manage/Freshdesk)Experience using an RMM Tool (CW Automate/Smartconnect/Ninja One)Experience working in a IT support desk environment – minimum 6 monthsLevel 3 IT qualification or equivalent experienceExperience working with Windows Server 2012-2022 environments, Windows 11, MS Office, Office 365 and Active DirectoryEffective team workingAbility to work in a fast paced environmentDesirable Experience, Skills and QualificationsSupport of Virtual Desktop Environments (Citrix/Azure Virtual Desktop)Support of a Cloud Environment (AWS/Azure)Networking basics inc. LAN/WANDNS/DHCPExperience with Backup Solutions (DATTO/Veeam/CommVault/Nakivo)Mimecast/ProofpointUnderstanding of ITIL v4 and ISO27001 frameworksThe key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.We take care of our people by offering:-25 days paid leave + Bank HolidaysContributory Pension Scheme , tiered contributions rising to 7% with length of service.Life Assurance -Death in Service Benefit (x4 annual salary)Access to 24/7 Employee Assistance Programme (EAP)Free independent financial wellbeing advice when you join usTailored personal development plans and career journey planningFully/Partially Funded training*Free parking when office basedEnvironment that focuses on your wellbeing; including quarterly and annual social events*Solid experience of working in a IT support desk environment #J-18808-Ljbffr