Position Overview & Specifications

Technical:

The provision of telephone and email support to in-house, remote staff and CWcare customers including OS, application, network and hardware issues.

Testing and set up of new equipment including laptops, projectors, printers, etc.

Office move assistance in relocating IT equipment and testing.

Testing new solutions.

Shadowing 2nd line Engineers and Infrastructure Engineers to develop own knowledge and skills.

Administration:

Set-up and maintenance of user accounts on a variety of platforms (O365/AD/Exchange, etc)

Assisting the Service Desk Manager with record keeping.

Receiving, logging and checking out IT equipment.

To accept service tickets and ensure ticket status is maintained accordingly.

Process and statutory requirements:

Ensure that the reputation and brand of ComputerWorld is always presented in the most positive manner.

To live and demonstrate the organisational values internally and externally.

To ensure that all process responsibility relating to CRM, ISO, etc are undertaken promptly and to a high standard.

Role Key relationships

Internal:

All internal stakeholders

External:

CWcare clients

Suppliers

Scope of responsibilities

Customers

· To provide a confident and competent service, knowing own limits of technical knowledge and seeking advice and support and escalating tasks as appropriate

· To respond quickly to support queries and ensure end-users are regularly updated on the status of their issue

· To provide a timely solution and respond quickly to tickets

Services

· Check over IT services and identify any issues that can be avoided by proactive maintenance

Suppliers

· Placing orders for kit as required

· Researching the best prices, delivery times, etc and building relationships with suppliers

Qualifications for the role

· NVQ Level 1 & 2 in IT (or equivalent) – will provide access to learning and certification for candidates

Knowledge, skills and experience required for the role (Essential)

· Evidence of interest in, and commitment to, the success of ComputerWorld

· Excellent communication both written and verbal

· Confident individual with a proactive attitude

· Excellent telephone manner

· Exceptional interpersonal skills, demonstrating professionalism in all dealings

· A self-starter, able to demonstrate high levels of initiative and motivation, but also work closely with other team members and displaying trust and loyalty

· Ability to manage assigned tasks in an assertive, efficient and timely manner

· Must be able to multi-task and keep calm under pressure

· Good team player

· Excellent attention to detail

· Proven ability to provide a customer focused service

· Excellent, proven organisational skills

Knowledge, skills and experience required for the role (Desired)

· Experience of working on a 3rd party support service

Core competencies required for the role

· Communication

· Technical

· Time Management