apprentice
3 the last 40 days, recently 2023-03-23
Responsibility
- the 1st Line Service Desk Engineer works as the first point of client contact within the Support Delivery team
- you are responsible for maintaining the high standards expected from clients purchasing managed services solutions
- providing end user support
Show more +31 - answering inbound calls from clients
- where necessary you will escalate issues to the relevant team and report key information to the Service Desk Manager
- identify where tools, processes and systems are impacting closure rates
- keeping the customer and ticket updated with developments
- you will be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security and bespoke managed solutions
- where required escalating the ticket either within the team or on to the next support level
- you will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA
- support can be via phone or email
- achieving SLA targets
- you will need to be able to demonstrate strong communication skills with clients, peers and senior members of the team, enabling the gathering of all relevant information around the issues & correctly recording this within the service management system
- adherence to company & client processes to deliver an outstanding experience
- picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 8-10 plus tickets will be handled within a shift
- working within your team to ensure all tickets are actioned within SLA
- utilising a range of remote access & monitoring tools to troubleshoot issues
- the role requires you to be able to move from one issue to another efficiently, whilst dealing with a broad range of technologies and end user abilities
- be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
- where tickets are unable to be closed within a call, identify further resolution steps and actioned with the client
- OTHER PROJECTS – assist the Revenue Assurance Manager with the identification of margin improvement initiatives and ability to take on additional ad-hoc projects as part of the future development of the group finance function
- achieving SLA targets – Managing your time to prioritise urgent tickets while ensuring all requests meet the contracted SLA
- supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications
- post billing reports – Assist the Revenue Assurance Manager analyse all charges from the monthly bill run and provide commentary. Also advise Financial Controller of any anomalies
- monitored activity through various ticket reporting tools
- customer charges verification – Assisting the Revenue Assurance Manager to ensure that any billing exceptions are addressed and any incorrect charges raised to customers are passed to the operations team to resolve
- supporting the customer – Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them
- assisting with dealing with external auditors at year end as part of the sales and purchase transaction verification
- help prepare monthly and weekly reports for internal and customer stakeholders
- create and maintain comprehensive project documentation and plans
- you will be expected to meet or exceed customer expectations with regards to the SLA
- working with the clients to ensure a quick and effective resolution to the item raised
- the responsibilities fall into the following areas
- customer Satisfaction
Requirements
- passionate about technology & how it benefits businesses
- proactive, can-do attitude
- professional communication skill
Show more +14 - 5 x GCSEs A – C
- 3 x A-levels
- ability to multitask across open tickets
- outstanding customer service
- troubleshooting Windows Desktop 7 and above
- experience with Exchange online
- exposure to Active directory on Windows Server 2008 and above
- understanding of PC hardware, accessories & connections
- desirable Experience
- previous experience with a ticketing system
- troubleshooting LAN Networks & WIFI
- 1 Years’ experience on a Help Desk
- strong Customer service ethos
- logical approach to problem solving
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