Support Service Desk Consultant

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position

 

Outline Role

To provide excellent Software Support services for our own client’s software (Warehouse Management System) as part of their growing Service Desk.

The ideal candidate will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment. This is not simply a customer service or IT Service Desk position, the successful candidate will enjoy a varied, challenging and complex role.

 

Responsibilities

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

  1. Day to Day activities:

Daily contact with the rest of the team. Good communications are essential.

Log and investigate tickets and provide first/second line services.

Ensure client’s expectations are set appropriately and are responded to within the agreed SLAs.

Ensure ticket priorities are completed in accordance with the requirements of the client and prevent client escalation.

Report progress of significant problems to the Team Leader.

Use problem solving skills to identify solutions and communicate them to customers competently. This may require negotiation skills to obtain mutually agreeable solution.

Influence and advise customers on the system.

Be a self-starter and work independently or as part of a team.

Investigate, identify, implement and test software issues and changes requested by the customer.

Highlight possible internal improvements both with the processes we follow and with the software we support.

Effectively analyse situations and work with other teams in a professional manner to ensure the very best level of service for our clients.

Be confident in your decisions and be able to learn quickly from mistakes.

Identify and control the tasks allocated to you in order to meet specified time scales. Ownership of your own workload is essential.

Remain positive and constructive in times of pressure and collaborate for a best case conclusion for all parties.

 

  1. Additional Requirements

On occasion, when requested, to provide an on-site presence to support clients.

Ensure that tasks are completed as set by the Head/VP of Support, Directors or Team Leaders.

Be able to organise and manage time effectively.

Have good computer skills in order to use every day applications.

Follow the company procedures at all times, e.g. Timekeeping, Time Recording, Dress code, etc.

 

  1. Advantageous Requirements

Have an analytical mind-set.

Understand and have experience in the operational workings of a Warehouse environment.

Have experience in complex software support.

Have experience writing SQL to a competent level.

Have experience of mapping customer requirements to existing or new functionality.

Have experience of creating specifications to define the existing or new functionality.

 

Expected Career Paths

The following are the expected career paths for successful candidates in this role:

Enterprise Service Desk

Testing/QA Team

Junior/Senior Project Management

Account Management

Development Team

 

Once known a career path is encouraged and coached in order to meet that goal. It’s expected that 12 months is a minimum experience level before proceeding towards the chosen path.

To carry out other duties as required.

The Service Desk work across 3x 8.5-hour shifts (incl Lunch) – all based in the UK office, providing 24/5 (Monday to Friday) cover to our customers. These shifts are:

  • 01:00 – 09:30 (dubbed AM shift – teams of 2)
  • 09:00 – 17:30 (dubbed UK shift)
  • 17:00 – 01:30 (dubbed US shift – teams of 2)

 

Benefits: Competitive Salary, BUPA/Life Assurance/Critical Illness and Pension – holidays 25 days per year accruing 1 extra each year for the first 5 years + 8 bank holidays.

 

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Onsite Field Service Engineer

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position

Overview:

 

This position will provide onsite technical support to our client’s customer and also assist our service desk remotely. A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently.  A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

 

Responsibilities:

 

  • Provide service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  • Triage and resolve incidents to stringent customer defined SLA’s.
  • Drive service improvement within the service desk to improve first time fix resolution times.
  • Communicate clearly, effectively and in a timely manner with all customers.
  • Create and maintain accurate documentation within the centralised management database.
  • Provide any on-site support to resolve customer service outages as required to meet SLA’s.
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience.

 

Skills

 

  • Minimum Level 3 IT qualification and experience in a 1st or 2nd Line role within a service desk environment.
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  • Cloud hosted O365 skills required.
  • MS Exchange and Outlook management skills required.
  • Knowledge of data backups and schedules including VEAAM and Cloud hosted services.
  • Demonstrated PC hardware/software trouble-shooting skills.
  • Excellent team player with proven mentoring capabilities.
  • Excellent communication and interpersonal skills; professional telephone demeanour.
  • Strong customer service skills and attention to detail.
  • ITIL knowledge preferred or certification would be desirable.
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own

Daniel Owen's Job Enquiry Form

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