IT 1st Line Technical Support

08:30- 17:30 Monday- Friday

Salary negotiable, depending on experience

Horsham, West Sussex

The IT Service Technician is a highly customer facing role that delivers outstanding customer service and technical support and training services to both our internal and external customers. Working as an integral part of the Technical Team, you will provide high quality first line technical support to end users and IT teams enabling us to meet our contractual managed support services, installation, configuration and delivery objectives.

The ultimate aim of the role is to resolve system and user issues in the most appropriate manner as well as focus on what can be done to improve users knowledge and reduce requests for assistance to the IT service desk. This position requires you to maintain a friendly, approachable and professional appearance, thus ensuring the Technical & Client Experience teams have an excellent reputation. Nothing should be too much effort.

You will ensure that appropriate levels of training materials, documentation, incident work-arounds and known errors are documented in the appropriate systems. Effective support process and procedure will be imperative in ensuring our Technical Team is able to efficiently handle customer demand and contribute to our continual service improvement program. Any issues or deficiencies in support processes or with technology are to be raised up with the Technical Team Leader as they are identified.

You will also be required to participate in one-to-one training of users and produce training documentation to further knowledge transfer. You are required to be based on customer site 5 days a week, to be on hand to deal with urgent technical issues that arise. Your assistance may be required with project delivery, for example software or hardware installation or information gathering as part of a wider team.

ROLE DESCRIPTION:

• Work with the Technical Team acting as a single point of contact for IT issues, changes and queries.
• Deliver training sessions, and programmes (typically one to one) to end users.
• Receiving, logging and managing calls from customers via telephone, online portal, email and instant messaging.
• 1st line end user support - troubleshooting of IT related problems.
• Troubleshoot networking and infrastructure issues and escalating when appropriate.
• If appropriate escalate unresolved calls to other members of the Client Experience Team or third parties.
• Log all calls in the Service Desk Call Logging system.
• Monitoring of customers systems using remote monitoring and management tools
• Performing daily checks of systems and services and reporting on the condition of these.
• Take full ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely, courteous and professional manner.
• To maintain a high degree of customer service for all support queries.
• Publishing support documentation to assist other members of the Technical or Client Experience Team or customers with requests for information & provide training if required.
• To liaise and work with external technical support teams where appropriate.
• Working with other members of the Client Experience Team to ensure all customer services are monitored and ensuring the team know when to escalate or action alerts.

·        Raise deficiencies in process and procedure with the Technical Team Lead or Client Experience Manager as soon practicably possible.

• Any other reasonable management requests in line with the needs of the business.

Requirements for the role:

• Professional, presentable, approachable and courteous.
• Excellent telephone manner.
• Attention to detail and ability to listen and learn.
• Tenacious and willing to go the extra mile.
• Ability to develop technical and Client Experience skills in line with the services offered by the business.

Knowledge and Experience:

·        Working with internal and external support teams delivering technical support of IT systems, and services.

·        Good understanding of the delivery of structured IT Service management best practice such as ITIL.

·        Ownership of service requests, problems and participation in change management processes.

Problem Solving:

·        The ability to resolve problems approaching and solving them in a logical and methodical manner following the defined and documented processes and procedures of the company.

Initiative: 

·        Perform initial incident diagnosis by reviewing supplied information and requesting further detail to proactively identify workarounds and root causes.

Relationship Building and Communication :

·        With both internal and external customers as well as suppliers you must demonstrate excellent communication skills to develop good working relationships, trust and exhibit empathy to the situation in hand and how the issue may impact others.

·        Be diplomatic, understanding, pragmatic and fair when dealing with everyone that you interact with and promote this though a team approach.

·        Where possible coach others to develop themselves as you would wish to be coached yourself

Team working:

·        Excellent team working, interpersonal and networking skills.

Customer Service:

·        Above all be focused on delivering the very best customer experience and service.