Level 1 Service Desk Technician

Job Description

Vacancy: Level 1Service Desk Technician (Managed Services)Date: 01/072022Contract: Permanent- Full TimeLocation: Hybrid Working between home and our St Neots OfficeAt Xperience we deliver business efficiencies through Digital Transformation.We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. Thats why weve got over 1,100 clientswho are more efficient, more productive and more profitable just because they work with us. And, its why 95% of our clients say they would recommend us. But really, its our people that make the difference at Xperience. They have the expertise and ambitionto collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP,CRM, Managed IT, and Cyber Security.The RoleProvide 1st line technical support for Xperiences customers and day-to-day management of customer solutions. Ensuring the customers receive the highest level of support, working closely with technical teams within Xperience to investigate, troubleshootand support IT infrastructure, hardware and software across our customer locations. The role will require some onsite support for customers on an ad-hoc basis.Key Responsibilities:

• First point of contact for clients reporting and registering incidents and service requests
• Answering the telephone to customers in a courteous, professional and polite manner
• Log tickets and allocate to appropriate resource with guidance
• Escalate tickets that are unresolved to the 2nd/3rd line engineers
• Prioritise and resolve tickets based on ticket priority and customer priority
• Resolve tickets to the agreed standard to ensure an excellent customer experience
• Travel to customers site and carry out IT support on customer locations
• Build and customise customer laptops
• Identify key areas of client improvements

Essential Technical Skills:Professional experience in the support and maintenance of:o Microsoft Windows Servero Microsoft systems and applications (Windows 10/11, Office 365)o Microsoft Office 365 and SharePoint (Exchange Online, One Drive etc)o Windows and Azure Active Directoryo Anti-Virus, Anti-Malware & Anti-Spam SolutionsoVeeam Backup & Replicationo Hardware Maintenance (Servers, Laptops or Desktops)o Patch Management Solutionso User hardware and software supporto Experience in VOIP solutionso Networking appliancesPerson SpecificationEssential:

• One years experience previous hands-on experience with ticket management systems
• Previous IT Support experience in an internal or external facing helpdesk support team
• Good communication skills and a "cando" attitude
• Experience of working in a customer facing environment
• The ability to communicate clearly and concisely with customers
• Excellent team player
• Excellent attention to detail and problem-solving skills
• Ability to be resilient to issues and influences outside of their control
• Willingness to undertake work outside of normal working hours as necessary
• Permanent ability to live and work in the UK without employer visa sponsorship

Desirable:

• Knowledge of ITIL Service desk and incident management disciplines
• Experience of using ConnectWise Manage
• One or more technical certifications e.g. Microsoft, Veeam, Sophos, Cisco or Citrix
• Professional IT Certifications, i.e. ITIL Foundation
• Previous experience in an IT/professional services organisation
• Full UK driving licence

CompetenciesCommunicationConveys information and ideas clearly and respectfully. Listens to others and values different opinions. Respects confidentiality.Teamwork and CollaborationShares knowledge and works across departments and locations, working co-operatively and supportively with colleagues.Results Focussed/Problem SolvingPrioritizes tasks, overcomes obstacles and accepts ownership of work assigned. Owns actions that deliver results.Client and Commercial FocusIs focussed on understanding the clients needs and is driven to fulfil them. Strives to consistently met service standards.Xperience is an equal opportunities employer.

Keyskills :
Service Desk1st Line