END USER SUPPORT SPECIALIST –MANCHESTER CITY CENTRE / FULL TIME OFFICE BASED / £35,000-£40,000 PLUS BENEFITS / PERMANENT
About the Team / Role
WEX is looking for an End User Support technician to provide fast and useful technical assistance on computer systems. You will work with end users to solve mid-level technical issues and troubleshoot line of business applications.
Candidates must have a strong technical aptitude and excellent customer service skills. They must be able to communicate effectively to understand the problem, work with the end user and clearly explain its solution. They must be customer-oriented and patient to deal with difficult customers.
Embracing continuous improvement and having an aptitude for change and innovation are essential for this position. Leveraging AI tools will be crucial.
A focus on performance measurements including meeting SLAs and low MTTR is essential.
What’s on offer?
1. Highly competitive salary £35,000-£40,000 (dependent on experience)
2. Annual company bonus
3. 40-hour week – Monday to Friday- office based in Manchester City Centre
4. Industry leading pension scheme
5. Private Medical
6. 25 days holiday plus Bank Holidays – with the opportunity to purchase additional holidays
7. Life assurance
8. Income protection
9. Gym Flex membership
10. Discounts & perks platform
11. Employee wellbeing
How you’ll make an impact
12. Coordinates, diagnoses and troubleshoots incoming Jira Service Management tickets and VIP issues forwarded from the Service Desk.
13. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
14. Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel.
15. Utilize remote takeover software capabilities to solve incidents and train end users
16. Follow standard operating procedures; accurately log and update all work tickets using the IT Service Management System
17. Troubleshoot problems and provide timely resolutions
18. Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
19. Recommend procedures and controls for problem prevention
20. Perform root cause analysis for identified problems
21. Take ownership and responsibility of an issue from start through resolution
22. Set clear and reasonable expectations with customers as to resolution and timeframe, keeping users informed of progress
23. Share resolutions with extended team and document in information knowledge base; Provide training to team members as needed
24. Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support
25. Learn fundamental operations of commonly used software, hardware, systems and other equipment
26. Develop solid understanding of IT operations, applications, systems and business related processes and procedures
27. Become familiar with WEX systems and resources
28. Educate WEX constituency and promote adoption of available self-service tools conduct customer/user satisfaction callbacks/surveys
29. Provide support for IT Projects and IT Service Delivery initiatives
30. This position will be part of a weekend on-call rotation limited to supporting VIPs and mission critical employees after hours.
31. Other duties as assigned
Experience you’ll bring
32. Excellent customer service and interpersonal skills; professional demeanor
33. Excellent organizational and time management skills
34. Strong verbal and written English communication skills
35. Self-motivated, self-starter, strong self-discipline, and business curiosity
36. Demonstrated problem-solving skills
37. Computer aptitude
38. Ability to diagnose and troubleshoot software and hardware problems
39. Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills
40. Broad range of network, desktop and mobile knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite ( 2010, 2016), Google G Suite
41. Ability to work with or without direct supervision
What’s next?
If you believe you have the passion to join the WEX Global business as a End User Support Specialist and wish to help grow WEX then please APPLY TODAY for immediate consideration