SC Cleared IT Service Bar Support Technician - Cumbria- £25,000 per annum

The Service Bar Technician provides face-to-face IT support for end users. The Service Bar Technician will deal with customers’ incidents and enquiries, following documented processes to ensure tickets are logged, prioritised and routed correctly. The Service Bar Technician will take responsibility for owning the end-to-end activity relating to the ticket, liaising with other partner support teams as required.

The Service Bar Technician will be expected to provide Incident Resolution to support the First Time Fix Service Level Agreement as per documented Knowledge Articles.

The environment in which this role operates is fast-paced and continually challenging; as such, to meet our customer needs, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites.

Responsibilities.

• To triage Incidents accurately using the Known Error Database or seeking guidance from relevant staff
• Perform Break Fix on all desktop equipment where a known fix is available, ensuring normal service is restored as quickly as possible (or a workaround provided) with minimal disruption to the customer, ensuring the customer is kept fully up to date with progress
• To replace consumable kit when spares are available, enabling a quick resolution with minimum inconvenience to the end user
• To perform IMAC activities when formal requests are raised

• Manage individual queues to given targets with zero intervention from the Team Leader
  
  • Ticket logs are maintained in a timely and efficient manner (in line with SLA’s)

• Constantly review all tickets in Service Bar queues (supporting set KPI’s)
• Working to aid avoidance of SLA breach on tickets.
• Manage aged tickets to closure
• Maintain regular contact with Workflow Managers and other IDE staff as required

• Carry out daily Video Conference Meeting Room checks every morning, following agreed schedule and check list (ensuring tickets logged for any issues). SharePoint site updated daily prior to 10:00 week days

• Carry out any 'ad hoc’ non ticketed work but ensuring subsequent tickets logged
• To carry out all reasonable tasks as requested by Team Leader/Service Delivery Manager
• Periodically review IDE Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
• To be compliant with company Health and Safety policy and legislation at all times.

Job Skills and Qualifications

Skills *

IT - Support

Academic Qualifications

Vocational Qualifications

Licenses

Please expand on any skills and qualifications

Knowledge, Skills, Experience

Knowledge / Skill

• Strong customer liaison skills
• Decision making, confident in own decisions
• Demonstrable PC and OS troubleshooting
• Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives

Experience

• Full UK Driving Licence
• At least two years Proven IT support experience
• Experience with Microsoft Applications
• A good understanding of networks and windows Operating systems
• Video Conferencing knowledge and ability to triage VC related faults
• Knowledge of bespoke customer applications desirable
• P4 pass holder desirable

Behaviours

• Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams and to learn new skills whilst on the job working at an IT Service Bar

• Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
• Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggest resolutions.
• Flexibility: Shows evidence of being able to adapt to new situations outside of assigned team.

• Attitude: Can Do Attitude.Demonstrates drive and determination in coping with difficult situations.
• Self-Management: Demonstrates evidence of good timekeeping, professional appearance and time management, ability to work under pressure or to tight deadlines.

• Customer Service: Demonstrates awareness of customer and business needs. Displays tact & diplomacy

• Ticket Quality: Demonstrates expected Quality requirements consistently, attention to detail

Working Location/Environment

The position will be based on one of the customer sites, though you will be expected to travel between customer sites; therefore a full UK Driving Licence is essential.