Job Description
Key Responsibilities:
- Speaking with clients over the phone and to diagnose and resolve their issue
- Provide technical advice to customers and clients on various different products and services
- Updating customers throughout the process and advising the customer when the query has been resolved
- Manage and maintain customers on the platform, including building new customers’ profiles
- Undertake department administrative duties
- Liaise with third party suppliers and support companies as required
- Creating processes and training guides for common solutions as and when required
- Commit to on-going education and training within the IT sector
Essential Skills:
- Knowledge of Microsoft Server applications wired and wireless networking, desktop and server hardware, antivirus and remote support products
- Customer service focus with a genuine passion to help colleagues and customers
- Having excellent communication and time management skills
- Excellent telephone manner
- Methodical approach to troubleshooting problems
- Flexible and adaptable approach to working in order to meet the needs of the business
- Willingness to learn new skills
Technical Skills
Evidence of working knowledge of following technology/skills:
- Microsoft Active Directory
- On Premise Exchange
- Microsoft Windows Desktop Operating Systems – Office 365
- Microsoft Windows Server 2008/2012
- Microsoft Office Suite
- Educated to NVQ/A Level Standard in IT or equivalent experience
- Experience of troubleshooting general IT issues, including networks and printers
- Understanding of basic networking (TCP/IP, LAN, WAN, VPN)