Angel Human Resources Catterick Garrison DL9, UK
You will be working on a busy IT service desk, answering calls and emails from customers, resolving technical queries, assisting first line support, and escalating any issues to the IT manager. You will be required to assist with project implementation on external sites and will be the first point of contact for IT services & mobile phone related technical queries, both internally and from customers. Through gradual introduction and onsite training, you will become integrated within the technical support desk and this role will see you build up your technical knowledge and experience within a vibrant and challenging role. You must be confident on the telephone and be able to deal with queries patiently and attentively with customers of varying technical knowledge. Aside from any IT technical queries, you will also be assisting with mobile related technical queries as well as assist in the day to day management of the ICT systems and software within our company. This is a varied role that will give the successful candidate experience in many aspects of running a successful telecommunication company. Key Responsibilities You will be responsible for: Customer Support Provision Receiving and responding to any incoming customer queries regarding their IT equipment, ensuring they are resolved to an exceptional standard, both promptly and efficiently. Dealing with customers over the telephone and via emails in a polite and friendly manner, ensuring good communication and first class customer service. Assist with ad hoc requests from customer for support. Liaising directly with the network to resolve customer queries and issues. Investigate customer needs Resolving problems by guiding clients through programmes or you may be required to access their computers remotely and resolve the problem for them. Onsite IT Technician Managing and maintaining operating systems including Windows server 2008, 2012, 2016 and Windows 7, 8 & 10. Ensure the network is secure at all times. Install, support and maintenance of computer networks, software & hardware. Assist & maintain the company network, including daily back-ups, anti-virus, licence management, file maintenance and other related administrative tasks in accordance with company policies. To assist the IT department in their duties and carry out ad hoc duties as and when required. Support the team with any technical IT queries and issues they have. Training business users. Help to manage and maintain the operation of the infrastructure as well as develop the company's in-house systems to support its growing needs. Planning, coordinating and carrying out IT related activities Configuring, repairing and maintaining workstations and servers. Installing, configuring and administrating applications used within the business. Configuration of printers and other network devices. To perform routine ICT tasks Report faults Skills, Knowledge, Qualifications Required Computer literate Strategic, proactive and have an analytical approach. Strong organisational skills Good knowledge of computer hardware is desirable Knowledge of Cloud based solutions including Office365 and Azure would be advantageous. Experience of working with databases and knowledge of network would be an advantage. An interest & knowledge in mobile phones would also be advantageous Ability to construct professional email/written communications. A formal qualification in IT is also desirable Effective communication skills communicating effectively, both verbally and in writing. Speaks clearly and concisely and does not use technical jargon. Plans and carries out activities in an orderly and well-structured way, including prioritizing tasks and using time in the best possible way. Gathers enough relevant information to understand specific issues and events to solve problems that may arise. Ability to maintain a professional manner at all times. Excellent telephone manner Ability to work in a team and independently Flexible and able to respond to change to meet the needs of clients and our business. Personal Qualities Openness to change - recognises and responds to the need for change and uses it to improve performance, is flexible and prepared to try out new ideas. Personal responsibility - takes personal responsibility for making things happen, sorting out issues or problems that arise, and achieving required results. Organised Punctual Polite Good personality Enthusiastic, Motivated Adaptable Listens carefully to understand. Personable Angel Human Resources is acting as an Employment Agency in relation to this vacancy.