The Role
This is an excellent opportunity to join our combined Workshop and Service Desk team and play a vital part in the continued growth of a very reputable MSP. The role offers an exciting opportunity for someone to join our growing team within a service-led company that uses cutting edge modern technology.
With a high level of responsibility, this dynamic role offers an opportunity to get involved with a range of task and have a direct impact on the business. Reporting to the Technical Delivery Response Lead, you will spend most of your time in our Workshop and Service Desk, delivering high quality technical support to our clients (you will know them all), fulfilling build requests, setting up new starters, off-boarding leavers, and ensuring that our clients receive an excellent service at all times.
Main Responsibilities
Workshop
- Fulfilling Workshop tickets ensuring all tickets are scheduled accurately and efficiently and completed in accordance with SLAs.
- Providing well thought out and comprehensive updates to clients, ensuring at best-in-class client experience is always achieved
- New starters/leavers: responsible for ensuring all new joiners have a seamless IT setup (hardware, accounts, access, and software) and that leavers are properly offboarded (secure wipe, return, and stock management).
- Hardware/Software builds: fulfilling build requests, including utilising automated deployment processes where appropriate.
- Security & compliance: ensure all builds follow company standards and data protection regulations.
Service Desk
- Acting as the first point of contact for clients seeking technical support. Ensuring calls and emails are logged quickly and efficiently.
- Provide remote diagnostics of support cases, following our prioritisation guidelines and ensuring SLA’s are adhered to at all times
- Supporting our clients via the support system, ensuring our processes and workflows are followed and the system is updated with all call and applicable internal notes
- Providing well thought out and comprehensive updates to clients, ensuring at best in class client experience is always achieved
- Escalate to 2nd Line support colleagues or request help or advice from colleagues as applicable
- Complete proactive maintenance of client networks using our proactive support tools.
- Manging client documentation
Person Specification
- Minimum 2 years’ experience in Workshop & 1st line support roles.
- Professional, friendly approach with the ability to perform well under pressure.
- Punctual and good attention to detail.
- Excellent written and verbal communication skills.
- Good troubleshooting/problem solving skills.
- Office 365 administration & troubleshooting skills
- Desktop troubleshooting.
- Enthusiastic to learn and develop skills.
- Network & Firewall knowledge and troubleshooting.
- Windows server administration.
- Strong knowledge of Windows OS deployment and imaging tools (Autopilot, Intune, etc)
- Solid understanding of Office 365 administration and account provisioning.
- Excellent hardware troubleshooting skills across desktops, laptops, and mobile devices.
- Knowledge of virtualisation software and cloud services such as Azure and AWS would be beneficial.
Why Join WestSpring
At WestSpring we offer unparalleled levels of IT service delivered via our unique unlimited concept, turning the typical IT service contract on its head. We specialise in providing IT consultancy and support services to businesses across the UK.
We believe that great IT is great for business. WestSpring was founded with a passion for delivering professional, friendly and bespoke IT support services and building long-lasting relationships with clients.
At WestSpring quality is everything. We only use products and systems of the highest quality to ensure that all our clients only get the very best. We are constantly evolving, reviewing, and enhancing our service offering.
We’re a fast-paced business where no two days are the same. Our culture is what makes us different. We expect a lot of ourselves and each other - we nourish our people and help them thrive in their chosen field; balance professional and personable; and deliver the balance between client service and company profitability.
What We Offer
The WestSpring HQ, based at Aztec West in Bristol, is vibrant, fun, supportive, and inclusive team. Beyond working with fabulous colleagues and great clients, we offer:
- 25 days holiday + bank holidays
- Flexible working
- Full health insurance
- Games room including consoles, pool table, tennis table, dartboard
- Well stocked kitchen including a decent coffee machine and teabags(!), monthly breakfast club, breakfast food, office pick-n-mix, and drinks fridge
- Monthly company update day includes a briefing from the Board, team meetings, training sessions, and a ‘grand’ lunch
- Employee Assistance Programme/Support
- Employee & Client referral scheme up to £1,000
- Professional development opportunities including internal training, external certification, general and soft skill development, industry training/conferences, and everything in between
How To Apply
If you want to work in a vibrant fast paced, fun environment that breaks the mould of usual IT providers - this could well be the role for you! To apply please…
1) Upload your CV
2) Upload a covering letter matching your experience to the job description, and answering the questions below:
a. Explain why would you like to work at WestSpring, and why should you join the team?
b. Describe the unique skills and/or experiences you bring that make you a good fit for this role?
