Purpose of Position
To provide technical assistance and support via phone, email or chat, to end-users who are experiencing computer hardware, software, or network-related issues. Their primary goal is to resolve technical problems and ensure that computer systems and networks are functioning properly to minimise downtime and optimise productivity.
- Provide a memorable customer experience with every customer contact by ensuring every service request is handled professionally;
- Provide telephone and ticketing support to internal and external customers;
- Investigating, diagnosing and assessing basic technical problems reported by customers;
- Document all customer interactions in our Professional Services Automation (PSA) system;
- Collaborate with the Technical & Engineering team to diagnose problems and identify corrective actions for customers;
- Review and update knowledge base and technical support documentation to reflect current technical information on process or product;
- Support clients within all SLA metrics and maintain communication throughout the entire process of incident management;
- Work with third party vendors and software providers to maintain and resolve product issues for our clients’ systems.
- Follow agreed process and procedures by logging issues, requests and questions.
- Maintain and administer systems, which include computers running Windows OS or mac-OS, Microsoft Office, basic printing, internet, email and Windows server support.
Other Duties
- To assist with workshop related tasks & duties, specifically coordinating deliveries, new workstation/laptop deployments.
- To assist with the procurement and set up of hardware deliveries for projects.
- To provide ad-hoc or scheduled on-site IT support for clients where issues cannot be resolved remotely, or where on-site support is required for On-boarding of a new client.
Skills and Competencies
- Customer service focused: Committed to providing exceptional customer service across all methods– written, phone and face to face.
- Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally.
- Attention to detail: Excellent attention to detail and written skills when communicating with others, including documentation both internally and externally.
- Problem Solving: The ability to diagnose and troubleshoot issues confidently and efficiently.
- Time management and Prioritisation: Able to prioritise tasks, manage time effectively, and work efficiently to meet service level agreements (SLAs) or response time targets.
- Organisation: Is able to manage, plan and prioritise tasks in a logical and orderly manner.
- Inclusive: Willingness to assist and support others as required within a team environment.
- Transparency: Communicate freely and effectively and is open to feedback on performance.
- Approachability: Receptive to others views and happy to assist other employees when needed.
- Passionate: Encourages others and always bring their best self to work.
- Accountable: Owning situations and outcomes.
Technical Skills and Experience
- Minimum 1 Year previous MSP or Service Desk related experience (highly desirable, not essential)
- Certificate 3 in Information Technology, Bachelor of Information Technology or similar (essential)
- A current driver’s license (essential)
- Certification in Microsoft 365 Fundamentals, Access 4 VoIP, Azure, Windows / Apple operation systems, Level 1 Microsoft Server Service Management Experience (Active Directory, Exchange, DNS, IIS, etc.) (highly desirable, not essential)
- 2 Years experience in a customer facing role
