Help Desk Support Technician (Smart Bar)

IT Support Technician

Rate - £250 (A Day)

Duration - 6 Months (Initially)

Location - Coventry

Ir35 - Inside (Must use an umbrella company)

As a Support Technician, you will be the central point of contact for all technology support on-site. You will be customer focused, using communication skills and technical knowledge to deliver an outstanding service.

You will have a deep technical knowledge of Microsoft applications, including Windows 11 and Office365, and x64 hardware, to enable you to fix as many problems as possible independently. You will develop and maintain good working relationships with other technical colleagues, only passing complex problems which cannot immediately be resolved to their technology teams.

The purpose of the role

As a Technician, you will work alongside other technicians providing face to face and remote support, playing a major part in this step change of our ways of working.

You'll be customer focused and have exceptional customer service and communications skills as you'll be working with a broad range of people with differing levels of understanding of technology. You'll have strong technical knowledge of Microsoft applications including Windows 11, Office365, and x64 hardware.

You will need to be passionate about technology and able to coach colleagues and attempt to fix problems both within the Smart Bar and across our office floors.

You are accountable for

• being a key point of contact to our on-site technology support, delivering an outstanding customer experience
• ensuring that you prioritise customer satisfaction in interactions and focus on pragmatic decisions to ensure business activities are not blocked
• taking personal responsibility for delivering on your objectives in line with our values
• using your expert software and technology knowledge to diagnose and resolve customer issues, including actively identifying problems and known errors
• adhering to our standard operating procedures to complete service requests
• creating knowledgebase articles, IT documentation and standard operating procedures where required
• escalating issues which cannot be resolved in the Smart Bar to the right technology teams
• managing the Smart Bar hardware inventory
• building relationships with our customers and your colleagues, and working as a team to provide a great service to all our customers showing initiative and helping improve the Smart Bar customer experience

Your experience includes

• Experience of following processes and procedures, knowing how to solve problems and suggest and document continuous service improvements
• Demonstrate good customer service - you will be picking up queries through the IT ticketing system and face to face so getting to the heart of a customers' problems and resolving within SLA's & OLA's
• Knowledge of Incident & Problem Management and Request Fulfilment
• Experience of project work, replacing and imaging high volumes of devices
• Working in a technical team where you've been troubleshooting and resolving a wide range of technical problems, including Microsoft software and workstation hardware architecture
• Working within busy and high demanding call centre environments
• Having exceptional communication skills - you'll be the on-site technology point of contact for colleagues at all levels across the organisation
• Responding to a high volume of customer queries, prioritising and organising your own workload, whilst also collaborating as part of a team
• knowing how to not only solve problems, but see the bigger picture and suggest ongoing continuous service improvements
• working collaboratively with colleagues to ensure consistent service levels are maintained
• Onboarding starters and decommissioning leavers
• prioritising and organising your own workload
• having great attention to detail, and being accurate - you'll make sure your work is to the highest standard

have a strong technical knowledge of the following software:

• Microsoft Windows 11 including diagnostic and repair tools
• Microsoft Office 365 Administration (Excel, Teams, Outlook, OneDrive, etc)
• Azure Active Directory, groups, user accounts, workstations, etc
• Microsoft Windows files, folders, and network drives
• Large multifunctional printers (ideally Canon), including admin consoles
• Audio Visual technologies, projectors, large screens, mics, cameras, speakers
• SCCM building workstations, deploying software, etc
• Telephony systems and Smart Phones
• Experience of in-house bespoke applications
• Remote working technologies (ideally Cisco VPN, RDP, Azure, MFA)
• Microsoft Intune and Outlook Apps for Android and iOS
• Hardware support (BIOS, drivers, imaging machines, replacing hardware, etc)
• Asset management systems, keeping records accurate and up to date
• ITSM systems containing workflows and processes