End User Services Technician

Job Description

END USER SERVICES TECHNICIANDESCRIPTIONWe are the worlds learning company with more than 35,000 employees operating in 60 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale.We believe that wherever learning flourishes so do people.Responsible for providing technical/software/hardware service and support to customers through all manner of customer contact touchpoints, including Teams chat, video and voice, mobile devices, email, web service applications, Interactive Voice Responseand in-person where applicable. Serves as a key contact with internal and external customers. Responds to complex and or technical product and service questions, methods and procedures issues, and general information inquiries. Performs problem resolution,troubleshooting, diagnosis and repair for all types of customer hardware, software and acts as a smart hand assistant with wider Technology groups. Provides conference support via presentations and video conferencing technologies. Manages customer relationshipsin inbound and outbound environments. Ensures customer satisfaction and customer availability goals are met. Captures and communicates the voice of the customer. Identifies opportunities to cross-sell and up-sell. May be assigned as an on-going account contact,perform site visits, and engage in product demonstrations.RESPONSIBILITYThis is a hybrid role, with 30% travel possible. You will provide remote IT support of our end users, resolving issues, requests, queries via our incident management ticketing system (ServiceNow).However, you are also expected to provide physical onsite IT support across your geographic region, when needed.You will work typically 40hours a week, but will be required to cover out-of-hours from time to time.You will report to the Regional Manager of Deskside Support.SKILLS / KNOWLEDGE / EXPERIENCE REQUIREMENTSEssential

• 2-3 years of hands-on deskside support experience is required.
• Demonstrative experience and knowledge supporting various operating systems across multiple device platforms including mobile devices.
• Must possess a strong customer service orientation.
• Must be adaptive and flexible and have good problem-solving skills.
• Must be able to communicate effectively both verbally and in writing.
• Must have knowledge of Microsoft & Apple PC Operating Systems and iOS and Android mobile OS.
• Must have functional as well as support capabilities for software, including but not limited to, Microsoft Office 365 Suite, Teams and other productivity suites and applications.
• Must be able to troubleshoot and repair hardware.
• Ability to manipulate tools and components used to install, repair, or otherwise maintain computers, mobile devices and network hardware.
• Occasional climbing, crawling, and lifting of equipment up to 50 pounds.
• Must possess working knowledge of Microsoft Endpoint Management (MEM), Active Directory, SCCM
• Must have experience in Autopilot, Apple DEP (Apple Business Manager)

Other

• A+ certification a plus.
• Evidence of certification from major hardware vendor (i.e. Dell, HP) a plus.
• Apple Hardware certification a plus.
• Microsoft Certification a plus.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important.
• Reliable attendance and punctuality are critical to successful performance in this role.

SUPPORT

• Ensure a prompt and efficient service is provided to all users, including Pearson staff visiting from other sites who require 1st, 2nd or 3rd line device support through any channel of communication e.g. telephone, face-to-face.
• Encourage and champion the adoption and use of self-service tools within the business.
• Ensure that the management of and processes to support asset management, procurement and liaison with suppliers is carried out effectively.
• Self-manage tickets within your team and your personal queue to ensure that Service Level Agreement (SLA) targets are met.
• Assist in the creation and maintenance of IT equipment standards and supporting documentation.
• Application support including assistance with upgrades and future enhancements.
• Maintain IT standards, procedures and supporting documentation including strategy planning.
• Manage projects as directed by team leaders to agreed timescales, cost and quality.
• Prioritise workflow, recommend key decisions, and manage assigned project communication to team via team meetings and line management.
• Demonstrate the ability to work as part of a team both internally within IT and with business users and partners.
• Safe operation in the workplace, ensuring that suppliers working on site are briefed on health and safety requirements. Report all accidents and unsafe / unhealthy conditions to line management.
• Demonstrate a professional attitude towards customer service and associated professional presentation
• Audio visual support of conferences with technology such as Teams, Zoom, Logitech

CLIENT & TEAM LIAISON

• Support colleagues to ensure that team targets are met.
• Provide support where necessary to customers at external venues and events e.g. sales conferences and book fairs, as organised by the relevant Pearson Operating Unit

PROCESS IMPLEMENTATION

• Self-management of sickness, holidays and training request forms, in line with team procedures.
• Manage daily tasks to identified time frames.
• Manage daily workload assigned to the Deskside team and ensure the required management is aware of any issues raised.
• Provide customers with informative updates as agreed.

TEAM DEVELOPMENT<