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Service Desk Customer Support Technician - to circa £35k

Ascent Sourcing Ltd
Job LocationNorwich
EducationNot Mentioned
Salary£25,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Our client are looking for a charismatic and people-focussed Service Desk Customer Support Technician.This role is 100% on-site in Norwich (NR1).They are looking for someone with a keen interest in IT and a desire to learn, who has had some experience working in a similar role. Excellent customer service skills are essential, as is the ability to troubleshoot in a logical and analytical way.The RoleThis role supports the smooth running of the IT department and is the first point of contact for internal and external customers. Strong customer service skills are key to ensuring they continually improve the level of service provided as well as an abilityto communicate well at all levels and to follow through and make it happen’ in resolving issues.Duties & Responsibilities

  • Ensure the Service Desk is manned at all times and calls are answered within given SLAs.
  • Ensure all requests are assessed and assigned to the correct person/department within one hour and resolutions are logged where appropriate.
  • Ensure quality controls are adhered to, solutions to issues raised are of the agreed level of quality, and service desk response times are met at all times.
  • Follow up of all external client calls and ensure the client is aware their call is being dealt with and provide ongoing feedback with regard to resolution time and resolution status.
  • Be aware of all Product lines and who is affected both internally and externally to ensure full and complete attention can be given to any issues raised.
  • Administering and supporting the backup solution including offsite retention.
  • Maintaining and supporting all hardware and third-party software in line with agreements.
  • Be part of the support team available for any exceptional/urgent out-of-hours work.
  • Ensure the security of systems and data is always maintained.
Essential Skills & Experience
  • Previous experience working in a similar role.
  • Demonstrable customer service skills.
  • A keen interest in I.T. and a desire to learn.
  • A highly motivated individual, keen to promote best practices and support for procedures.
  • Ability to troubleshoot using logical analytical skills.
  • An eye for detail, quality, and exemplary customer service.
  • Good communication skills both written and oral
  • Ability to learn quickly.
  • Ability to understand complex problems and break them down into logical steps.
  • Ability to work under pressure and to deadlines whilst maintaining quality.
  • A passion for technology and a desire to keep up with the latest developments.
  • Effective team worker with the ability to work unsupervised.
  • Ability to continuously deliver high-quality high-volume output in an ever-changing environment.
  • Ability to perform out of hours maintenance as required.
Company Software
  • Windows 10/11
  • Windows Server 2016 / 2019 / 2022
  • VMWare vSphere
  • VMWare Horizon
  • Commvault
Jira/Confluence

Keyskills :
Customer Service Helpdesk Sla VMware Windows

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