IT Service Desk Technician
Location
Wolverhampton, West Midlands | United Kingdom
Job description
Who are we?
Our UK companies are proud to be part of the international Culligan group. We work to provide better water for our customers & consumers around the world. Culligan’s complete line of drinking water solutions, water softeners & water filtration systems set the standard in the water industry. Today, Culligan is proud to have provided world-class service and innovative water solutions for the last 80 years. At Culligan, we’re committed to delivering state-of-the-art products and water solutions that benefit our customers, while minimizing the impact on the environment.
Responsibilities:
- Performing initial diagnostics with users via telephone.
- Logging updating tickets with full and accurate details to ensure correct categorization of incidents and requests.
- Maintaining a high degree of customer service for all support queries and adherence to all service management principles.
- Taking personal accountability and ownership for incidents and service requests\tasks throughout their lifecycle, ensuring efficient and timely resolution and communication to the customer.
- Ensuring that Major Incidents are identified and flagged accordingly to be managed through the Major Incident Process.
- Ensuring that incidents and requests are closed with confirmation that the customer is satisfied and customer expectations are set through the incident\request item
- Escalating issues, queries and concerns in a timely fashion as per internal exception procedures.
- Support the building of devices inline with customer requirements and SLA’s (small volume)
- Identify and advise the EUC Lead & IT Management of reoccurring inquiries, potential problems and trends.
- Account Creation/Deletion for Starters/Leavers and provision of identify to access required services.
- Be a positive ambassador for IT services, ensuring a positive customer experience.
- Install and configure software applications in line with necessary approvals.
- Monitor backups and remedy any backup failures, escalating when necessary.
- Assisting with the training of staff with IT Systems.
- Assisting with the delivery of new IT systems and infrastructure.
- Identifying operational improvements.
- Publishing support documentation (Knowledge Base).
- Maintain and update FAQ’s to support business understanding of key IT issues.
- Ensuring quality of delivery and adherence to policies
- Applies effective personal Time Management and Planning to ensure all duties and activities are completed in a timely manner, proactively notifying others of any changes to completion times/dates.
- Communicate effectively with customer, managers and colleagues across Culligan.
- Communicate and liaise with suppliers and other IT teams to resolve issues.
- Escalating any issues or risks to the required teams where appropriate.
- Contributing to continual service improvement.
- Applies effective personal Time Management and Planning to ensure all duties and activities are completed in a timely manner, proactively notifying others of any changes to completion times/dates.
- Demonstrate the ability to be a positive influence when working with internal and external teams.
- Demonstrate a professional and flexible attitude to ensure that customer expectations are met.
- Provide advice and support to both internal and external customers in order to deliver a high standard of customer care.
Requirements
- English & Maths GCSE @ C or Above
- Excellent telephone manner
- Excellent customer service skills
- Strong communication skills
- A knowledge of Microsoft operating systems and tools with an emphasis on Windows 10 and Office 365
- Basic Windows Active Directory Knowledge to aid with password resets, user account creation
- Ability to listen to what the customer is saying (and is not saying) and through analysis of the issue effectively manage the query through to resolution
- A proactive and positive working attitude
- Drive and desire to learn and develop own career.
- Microsoft Windows 10
- Microsoft Office & Office 365, Intune and other MS Services
- Antivirus
- Experience Leading a team
- Mobile Device IPhone, IPad, Microsoft Surface & Android Phone Support
- Windows platform knowledge and support
- Full Driving License (Desirable but not essential)
- Methodical and self-disciplined with flexibility and a willingness to learn new skills
- Strong communicator both written and verbal
- Good understanding of IT Service Management (ITSM), ITIL certification would be an advantage
- Excellent communication and motivational skills
The candidate will also require the following attributes:
- autonomous & pro-active
- strong and mature personality
- Team player
- Customer Focused
- Comfortable with multinational environments.
Job tags
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