Job Overview
* We are looking for a highly motivated person to work in and oversee our Support Team to:-
* Provide assistance and be an escalation point for any technical, procedural or time-bound matters.
* Deliver internal projects focussing on service delivery and process improvements.
* Deputise for the Service Delivery Manager during periods of their absence or when the need arises.
* Ensure that LCS’ excellent reputation is maintained and deliver support services to the highest possible standards.
Key Responsibilities
· Act as the main point of contact for ticket escalations from senior engineer and help resolve issues when additional support is needed.
· Manage the day-to-day running of the Helpdesk to ensure a smooth and efficient support service.
· Make sure there are enough team members available to handle workloads and meet customer demands.
· Monitor ticket queues and workloads to ensure issues are dealt with promptly.
· Support the Service Desk team with guidance on complex or high-priority tickets.
· Help prevent SLA breaches by identifying and escalating issues early.
· Keep customers updated on important incidents and service issues.
· Logging and processing of support calls in line with company policy.
· Resolve client’s issues efficiently and in a timely manner, meeting all SLAs.
· Proactively monitor systems and action any issues as required.
· Monitor new and unassigned tickets and escalate if issues arise.
· Carry out Support Service Checks and technical administrative tasks including the management of user accounts and access rights, using monitoring tools to ensure that anti-virus is up-to-date and Windows updates are applying, monitor backups and resolve any issues which are identified, Microsoft 365 Tenant administration, documentation of all systems and client details
· Ensure that LCS’ services are effectively delivered into commercial & educational sectors.
· Research and document new fixes to help others resolve similar issues quickly.
· Communicate with clients in a friendly, professional manner using a plain English, jargon-free manner.
· Take ownership of any escalated issues which cannot be resolved within LCS’ Service Level Agreements (both internal and client SLA’s), whether due to technical, complexity or time-based reasons.
· On-site visits to client sites to provide support when required.
· Delivery of internal projects to address any inaccuracies of information held, improve service delivery effectiveness and deliver internal training to staff (including the creation of relevant training materials where required).
· Identification of any common issues being reported to the Support Team, either based on technology or client specific issues, investigation into resolution options and implementation of fixes.
· Creation of training materials for clients to provide guides for common tasks and to reduce the number of Support Calls LCS receives.
· Cover for the Service Delivery Manager when required.
· Identify any training needs & potential training methods to for personal development.
General Responsibilities
· Contribute to team effectiveness and environment, including knowledge sharing and areas of expertise
· Ability to handle clients in a professional manner both over the phone and in person.
· Work in a tidy manner to ensure the office environment is pleasant for all.
· Have a direct input and influence on the future development of LCS.
· Be aware and advise the line manager of Health and Safety issues that may arise. Have knowledge of and be able to implement safe working practices.
· Keep up to date with new technology, advising and recommending where appropriate.
· Ensuring that all elements are accurately recorded in jobs, to enable anyone to understand current situation and feedback to customers if required.
· Ensure own and shared emails are regularly actioned and filed in an appropriate manner.
· Work with colleagues, clients and suppliers in a friendly and professional manner.
· “Delight” LCS’ clients through excellent customer service and a positive can-do attitude.
Skills & Specifications
· Ability to lead and motivate
· Strong time management and prioritisation skills.
· Ability to manage multiple tasks and competing priorities.
· Attention to detail when monitoring ticket queues and SLAs
· Experience managing workloads and prioritising tasks.
· Ability to make decisions and solve problems effectively.
· Confidence in handling escalations and difficult situations.
· Strong coaching and mentoring skills (desirable)
· Excellent communication skills, both verbal and written, when interacting with colleagues, suppliers, external support companies and end-users of varying technical ability.
· Experienced in customer service and technical support environments.
· Able to work as part of a team as well as independently.
· Able to work under pressure and meet deadlines.
· Focused and organised.
· Good technical and analytical skills.
· Great diagnostic and problem-solving skills.
· Attention to detail and a thorough approach.
· Friendly and professional telephone manner.
· Practical experience of Microsoft desktop operating systems, Microsoft server operating systems and Microsoft 365 Cloud services.
· Proficient in hardware support and configuration of PCs, laptops, servers, printers, scanners, routers, wireless communication devices and network switches.
· Willingness to learn and develop.
· Proactive attitude.
* Full UK driving licence with access to own vehicle and insured for business use for when travelling to customer sites is essential.
Pay: £30,000.00-£34,000.00 per year
Benefits:
- Company pension
- Free parking
Application question(s):
- Please send in a covering note as to why you think you are suitable for this vacancy.
- Do you live within a 25 mile radius of the office?
Experience:
- IT technical : 3 years (required)
Work Location: In person
