Mon - Fri
To start March 2024
£18.27 per hour on an umbrella rate / £16.30 inc hols pay PAYE.
Your new company
Our client supports companies on their journey to digital transformation. They deliver digital technology to some of the world's greatest organisations. They deliver full lifecycle maintenance services and on-site technical expertise covering a wide array of technology from workplace to network infrastructure and everything in between. They put productivity, operational efficiency, customer excellence and quality at the heart of everything they do. Their technology enabled mobilised teams to provide high quality, scalable expertise and support across a wide range of customers in the UK.
They are a company where people matter. They are diverse, flexible and open.
Your new role
Demonstrate excellent customer service skills and a desire to support end users face to face.
Take ownership of IT issues and work to resolve or assign to the correct support group.
Perform 1st & 2nd deskside support to the customer's client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign it to the correct team.
Support IT Tech bars and drop-in clinics as well as assisting with floor walks when required.
Perform IMAC activities at the deskside
Update asset management tools in line with documented procedures.
Manage all assets within their control.
Document and report on work completed within the Service Management tool ServiceNow. Creating and updating tickets with all assistance provided.
Escalate issues in line with company processes to ensure customer demands are met.
Ensure Department/Contract meets SLA performance targets.
Maintain and improve customer satisfaction levels.
Provide local assistance to remote support groups.
Exhibit routine administrative skills and good literacy and numeracy skills.
The desire to achieve and maintain the highest level of customer experience at all times. With proven experience of providing face-to-face customer support.
Proven knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies (SMS, SCCM, etc.), Group Policy Objects and remote-control methods.
Proven desktop support knowledge and expertise specifically for Perform 1st & 2nd deskside support knowledge and expertise specifically for Windows 10 operating systems, Office 365, MS Intune and Lenovo desktop and laptop hardware.
Knowledge and expertise in supporting Apple macOS and iOS software is desirable.
Experience of setting up and deploying mobile devices is desirable.
Proven knowledge and expertise in supporting Microsoft Office applications, especially Outlook and Teams.
Experience in the use of cloud-based storage solutions such as MS OneDrive and Box.
Knowledge of client antivirus software within an enterprise environment.
Aware of the importance of asset management and their role in updating asset inventory details. Knowledge and experience of ServiceNow is desirable.
Ability to work in a customer-oriented support role, manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer's workspace.
Demonstrate excellent soft skills and customer focus. With a proactive attitude to establish and build strong customer relationships.
Be comfortable taking ownership of issues, working to resolve or align with the correct support group. While keeping the customer updated.
Demonstrate an analytical and systematic approach to resolving complex problems and assignments.
Demonstrate an organised approach to work, and an ability to effectively troubleshoot issues. Working to resolve or direct them to the correct support group.
What you'll get in return
Well-established onsite working environments
Diverse and Inclusive team
High ethos and purpose-driven organisation
Opportunity to contract for a reputable and growing organisation.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career