Back to search
Brief Overview of the role:
To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
Accountabilities
- To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
- To ensure all tickets are managed and updated appropriately
- To return all parts in a timely manner via returns process with appropriate paperwork.
- Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits
- To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
- To build a good and professional relationship with customers onsite.
- To engage with other Team members.
- To escalate any issues or areas for quality improvements to their Team Leader
- To follow all departmental procedures as specified by the Team Leader/ODM
- Regularly attend daily calls/team meetings
Critical Success Factors
- Ability to diagnose and troubleshoot effectively to minimise customer downtime.
- Ticket Management - protecting SLAs and management of open tickets
- Consistent level of customer satisfaction measurable with Customer Satisfaction returns
- To manage parts/stock allocated appropriately
- Maximise warranty performance with correct vendor engagement and adherence to vendor processes
- Ensure Hub/Locker stock within remit does not fall below minimum stock levels
- To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency
Knowledge & Key Skills
Essential:
· English and Maths to GCSE standard
- Full clean driving license
- 2 year+ experience in a PC field service environment or PC field Workshop environment
- HP Accreditations for grade
- Dell Accreditations for grade
- Familiarisation with current Microsoft desktop operating systems
- Hardware - Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs)
- Installation - Customer builds/Apps
- Flexibility & Willingness to travel.
- Good Team Player
- Good communication skills
- Good Customer care skills
- SC Level Clearance
- Participate on the standby Rota (24x7x365)
Desirable
- Comptia A+ Accreditation
- Lenovo Accreditation for grade
- Be prepared to undertake additional security clearances as required
- Complete other vendor certifications as and when requested
- Willingness to perform international travel as and when required
