Job Details

Job Details:

Job overview:

You will be responsible for handling support of service requests - this relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Prime responsibilities:

  • Resolve all client’s technical issues promptly and effectively ensuring high first time fix rate
  • Keep clients informed of incident progress, notifying them of impending changes or agreed outages
  • To ensure configurations, contact information and assets are kept up to date in real time
  • Prioritize and manage multiple tickets at any one time based on priority
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Ensure high customer service, perception and satisfaction
  • Build a good rapport with all our customers.
  • Responsible for entering time ConnectWise as it occurs
  • Enter all work as service tickets into ConnectWise
  • Fast turnaround of customer requests (Time To Resolution)
  • Effectively scheduling all service tickets both pending and confirmed through CW dispatch portal
  • Liaising with the client throughout the lifecycle of the service ticket
  • Ensuring that any technical issues on any service ticket are escalated efficiently and resolved promptly either through the Team Lead, Escalations Engineer or the vendor
  • Ensuring that the Team Lead is aware of any issues which could prevent a service ticket being delivered as promised
  • Ensuring that any genuine opportunities for additional products or services are highlighted
  • Identifying recurring incidents highlighting these to the Team Lead
  • Constantly seeking ways to improve consistent delivery of service
  • Ensure a good working relationship and rapport with other staff members
  • Accurately log all service tickets and time spent

Required skills:

The job holder will require some knowledge of the following:

  • Microsoft Windows platforms in particular Windows 7/8/8.1/10 (including installation, configuration and troubleshooting)
  • Microsoft Windows Server 2008/12/16. Active Directory.
  • Microsoft Office Versions / Office 365
  • Connectivity, including routers, firewalls, and security
  • Knowledge of other common software applications

Desired qualifications:

  • A good standard of education, ideally with an ICT related qualification
  • 3 x GCSE (or equivalent) at grades A-C in any subject, plus GCSE English and Maths (or equivalents) at grade D or above

Benefits:

  • Non-contributory pension scheme.
  • Company vehicle for site visits.
  • Development and training programme.
  • Highly skilled second and third line support specialists in place to support you.
  • Job Types: Full-time, Permanent

Important Information:

QA’s apprenticeships are funded by the Education & Skills Funding Agency (ESFA), an executive agency of the Department for Education.

To be eligible for a Government funded apprenticeship you must have lived in the UK or European Economic Area (EEA) for the last 3 consecutive years.

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