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Looking to start or further your career in IT?
My long standing client in Dorking is seeking an IT Engineer to join their well established team. This is a great role for someone with good IT knowledge and ideally some work experience who wants a long term career.
Fun and friendly working environment.
You will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA. You will need to be able to demonstrate strong communication skills with clients, peers and senior members of the team, enabling the gathering of all relevant information around the issues & correctly recording this within the service management system.
Key Responsibilities
- Answering inbound calls from clients
- Picking up tickets from the level 1 issue board and managing tickets to closure, it is expected that on average upwards of 20 plus tickets will be handled within a shift
- Identify where tools, processes and systems are impacting closure rates
- Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management
- Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications.
Skills/Attributes
- Ability to multi task across open tickets
- Passionate about technology & how it benefits businesses
- Proactive, can-do attitude
- Professional communication skill
- Outstanding customer service
- Troubleshooting Windows Desktop 7 and above
- Experience with Exchange online
- Exposure to Active directory on Windows Server 2008 and above
- Understanding of PC hardware, accessories & connections
