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Your new company and role
Hays' client is a digital consultancy who are working with a key government end-client to provide the services of a hardware break-fix engineer in St Andrews. Please note that this role requires you to have a full, clean driving licence and eligibility for SC clearance.
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 a 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
* Regularly attend daily calls/team meetings
What you'll need to succeed
Essential
* Full clean driving licence
* 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
* Eligible for 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
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 by 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
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
