- Respond to customer queries raised face-to-face, by email or by phone, accurately identifying the urgency, impact, and priority of a call, troubleshooting as far as possible, and gathering information.
- Investigate hardware and software issues to identify the cause and possible workarounds, aiming to identify solutions where possible.
- Escalate issues to second or third-line support, vendors, or to other teams where necessary.
- Resolve tickets in a timely manner, keeping the customer updated at all stages of the process.
- Monitor completion of backup jobs to ensure that tapes are changed, and any issues raised to the server team, liaising with onsite staff in our other offices as appropriate.
- Image laptops and desktops using a Windows.
- Create and manage user accounts using Active Directory and MS Exchange.
- Provide clear communication to the team to ensure that knowledge of issues and fixes is shared.
- A technical background and proficiency with Windows systems, Microsoft applications and Active Directory.
- Previous experience within financial services and supporting banking systems.
- Experience working in a ticketed customer support environment.
- Excellent communication and documentation skills.
- Confidence prioritising and managing tasks to completion.
- Experience within the financial services or automotive sectors is desirable.