IT Service Desk Technician

Summary: 

The key purpose of the job is to provide solutions to customers' more common IT problems by taking ownership of service requests with clear customer communication, and delivering exceptional levels of service through managing customer expectations. 

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 where required which may involve evenings and/or weekends. 

What Does Success Look Like: 

Putting the customer at the heart of everything you do and delivering an excellent It support service with an aim for first fix solutions for the majority of your customer requests. Being a shining star through your CSAT results, achieving an excellent response rate as well as achieving gold status feedback as your norm. Doing the right thing. Role modelling the Quadris way and company values; Understanding Applied. 

Key Roles:  

• Deliver exceptional customer service, first time, every time using plain English 
• Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests 
• Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution 
• Escalating incidents and requests where support is required 
• Prioritising and managing workload to ensure contractual SLA's are met 
• Support delivery of maintenance tasks relating to clients IT needs 
• Identify incidents and escalate appropriately 
• Delivery against job specific Key Result Areas (KRA's) 

KPIs To Monitor and Influence: 

• CSAT 
• First Time Fix 
• Call Quality 
• Ticket Quality 
• Delivery against SLA's 
• Personal & Professional Development 

Essential Skills and Qualifications 

• Passion for IT 

• Highly motivated to deliver exceptional quality service; Excellent customer service skills 

• Highly motivated/passionate to learn and develop 

• Strong organisational skills; including punctuality and dependability 

• Experience working in a support desk environment – minimum 6 months 

• Level 3 IT qualification or equivalent experience 

• Problem Solving; naturally 

• Technology –Windows Server R2, Windows 10, Office, DNS/DHCP, Networking basics inc. LAN/WAN, Active Directory 

• Printer installation/configuration 

• Effective team working 

• Able to work in a sometimes fast paced environment 

• First class skills with record keeping and documentation 

• Ability to work within Service Level Agreements (SLA's) 

Desirable Experience, Skills and Qualifications 

• Office 365 inc. security features 

• Experience using a CRM system 

• Halo CRM 

• Connectwise Automate 

• Microsoft Teams 

• DATTO 

• Mimecast/Proofpoint 

• Azure AD 

• Azure/AWS Fundamental Knowledge 

• Multi Factor Authentication 

• Stratodesk 

• Veeam 

• Strong written communication skills  

Colleague Benefits 

The 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:- 

•  21 days paid leave + Bank Holidays (rising with length of service) 

• Contributory Pension Scheme, tiered contributions rising to 7% with length of service. 

• Company sick pay (after qualifying period) 

• Life Assurance -Death in Service Benefit (x4 annual salary)   

• Free independent financial wellbeing advice when you join us 

• Tailored personal development plans and career journey planning 

• Fully/Partially Funded training* 

• Free parking 

• Environment that focuses on your wellbeing; including quarterly and annual social events* 

• Free vitamins to keep you fit and healthy 

• Free refreshments 

• Free fruit 

*Subject to agreement with your Line Manager/Business Needs