What is the purpose of this role?
You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.
The purpose of this role is to provide an excellent IT service to employees, using appropriate experience and ability to follow knowledge scripts in order to achieve first time resolution or where not possible an efficient routing to the correct team.
What makes this role unique?
As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we're looking for, are focused on the end to end service management of our IT services (using the ITIL V3 frame work).
This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Working within our brand new team will enable to you to make a difference and take advantage of fantastic career progression and opportunities within the IT department.
What will this role involve? (Accountabilities)
This role will involve:
" Providing an excellent IT customer experience to required standards
" Contribute to team success, by demonstrating values, sharing knowledge and best practice
" Review Customer Satisfaction Scores with the team leader and identify improvements.
" Identify opportunities for first time fix rates.
" Act as a single point of contact for phone calls from staff regarding IT issues and queries
" Receiving, logging and managing calls from internal employees via telephone
" 1st and 2nd line support - troubleshooting of IT related incidents from in-house software to hardware, such as mobile phones, Laptops, PCs
" Escalating unresolved calls
" Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner
" To maintain a high degree of customer service for all support queries and adhere to all service management principles
" Basic Active Directory knowledge, creating user accounts, reset passwords, create groups
What skills are we looking for?
The successful candidate will possess excellent customer service skills and telephone manner.
You will have at least 1 years previous experience in an IT Service Desk role and have excellent organisational skills.
You will have well developed interpersonal skills, outstanding communication skills (verbal, listening, written and tone) and you will be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Knowledge and experience of supporting Windows 7/8/8.1 and Windows 10 is desirable, as well as knowledge of full MS Office 2010, 2013, 2016 Professional Suite and MS Office 365 environment. The ideal candidate will also possess a MCSE certification.
This permanent position will be based in Reading town centre. We are offering between £21,000 to £26,000, working 36 hours a week covering a 24/7 rotating shift pattern. You will receive an uplift for out of hours shifts.
Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.