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About the Company - Bytes Technology Group is a leading provider of world-class IT solutions represented by Bytes Software Services and Phoenix Software, established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures. We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.
About the Role - : You'll receive training within Microsoft Operations, and this role will ensure a consistent level of support and service across the Microsoft Operations Team, providing additional resilience across Microsoft Licensing. Work closely with customers, partners and internal teams to provide support and resolve queries.
Responsibilities -
- To have Primary responsibility for specific operational areas of the CSP programme. These will be defined on a separate document and may fluctuate as the business evolves
- Run regular reports to aid business development and functions
- Assist with training of new starters and work with Lead to ensure this is delivered and recorded appropriately
- Understand and demonstrate a high level of understanding of all programmatic and operational aspects of the MS CSP programme
- Assist with internal and external tickets in the CSP box and resolve within defined SLAs
- Provide internal and external operational support to Customers over the phone or via MS Teams
- Identify where additional operational support is required and escalate accordingly
- Understanding of relevant Bytes and Microsoft systems, how they link and relate with regards the Programme to be able to assist with queries and escalations efficiently – for example – Bytes’ Cloud Dashboard, Bytes’ Portal, Bytes’ SmartInfo, Microsoft Partner Centre etc
- Work with MS CSP Operations Manager and feedback / help develop Internal processes and workflows that may be required
Qualifications - Educated to GCSE Level with minimum of A-C Grade in Maths and English
Required Skills -
- A background in software licensing preferred but not essential.
- Previous experience working in a customer support type role
- Excellent attention to detail and accuracy.
- Excellent time management.
- Confident in Microsoft Excel (particularly pivot tables, v look ups and calculations).
- Excellent verbal and written communication skills.
- Methodical & Organised, Loyal, Team player, Self Motivated & ability to multi-task
