To provide excellent support to the clients of DAIT to ensure their business IT systems empower their staff to work efficiently with minimal downtime or disruption.
To deliver a customer service excellence and ensuring all work delivered is accurate and efficient at all times.
Generic role duties to include:
1. To deliver technical work internally and externally using our tooling remotely or onsite in line with the requirements of the scope of work which you are delivering.
2. To accurately record your work in the company PSA system in real time, with appropriate working notes and full accounting of your day, each day, using service tickets, activities and charge codes. Time is submitted weekly.
3. To accurately record technical and process documentation in our documentation platform internally and for our clients.
4. To take full ownership, manage, progress, update and prioritise all work assigned to you in the company PSA system across activities, tickets and projects including scheduling your work internally and with clients as required.
5. To deal with all internal and external communications in a timely manner and ensure they are of a high professional standard.
6. To accurately follow the standard operating procedures outlined in the Staff Reference Book, Health and Safety documentation and our documentation portal.
7. To identify and recommend process and procedure improvements within your team.
8. To engage in continual learning and development to enhance your professional technical knowledge and relevant skills.
9. To undertake any other duties commensurate with the grade as appropriate.
Role specific duties to include:
10. To take ownership of incoming customer support requests via telephone calls, email and automation alerts and action the requests to resolution.
11. To provide cover for the incoming telephone calls to meet the call answering SLOs set out by the Service Desk Manager.
12. To contribute to the team delivering a response time of less than 4 hours for P1 mission critical support tickets and 8 hours for P3 non-critical in line with our contractual SLAs.
13. To contribute to the team delivering a response time and resolution time in line with the SLOs set out by the Service Desk Manager.
14. To identify and escalate customer support requests to the escalation team where required to meet our contractual SLAs and SLOs.
15. To take ownership of deployment and project tasks allocated to you by the Service Desk Manager or Project Manager and action the tasks to resolution.
16. To scope out and deliver day to day quotes for basic end user hardware and software, with accurate purchasing information, procurement, delivery and deployment.
Central duties
17. To represent the business when required to ensure positive links, relations and networks.
18. To show a commitment to diversity, equal opportunities and anti-discriminatory practices.
19. To undertake personal development necessary to ensure effective performance in the role.
20. To participate in relevant and appropriate training and development as required.
21. To demonstrate the David Allen values of ambition, professionalism, knowledge, integrity, and respect in the work you do and during your appointment.
Education / Qualifications
GCSE Maths Grade A-C (9-4).
Microsoft Certified professional qualifications
Skills/ Knowledge/ Experience 2 + years of experience in a customer facing IT Support or Helpdesk role providing remote and onsite technical support.
Knowledge and experience of administering and troubleshooting Microsoft 365 technologies.
Knowledge and experience of deploying, administering, and troubleshooting end user hardware including desktops, laptops, and mobile devices.
Knowledge and experience of administering Windows Server environments including Active Directory, Group Policy, File Sharing and Printer Management.
Knowledge and experience of administering network infrastructures including firewalls, switches, wireless, VPNs, VLANs, subnets, DHCP and DNS.
Knowledge and experience of administering backup and recovery technologies.
Excellent telephone manner and communication skills with the ability to explain issues and solutions to a broad customer base.
Excellent time management, organisational and prioritisation skills to allow you to accurately deliver and document your work for our clients.
Ability to work accurately and in line with established processed, with consistent care and attention to detail.
Excellent analytical and logical troubleshooting skills with the ability to understand the root cause of issues and implement permanent solutions.
Motivated to improve knowledge and understanding of new technologies.
Confidence to work under own initiative with integrity to seek instruction or guidance when appropriate.
Personal Behaviours & Qualities
Ability to operate effectively, both individually and as a team member.
Flexible approach to working hours.
Professional and confident with the ability to respond to challenges in a calm and professional manner.
Ability to demonstrate behaviours and expectations consistent with the David Allen values of ambition, professionalism, knowledge, integrity, and respect.
General
Clean full driving license with the ability to travel between offices and to undertake client home visits if required.