SC required
Overview of role.
·
Onsite support is
a client facing resolver group. The role involves working with the users face
to face to fix hardware issues, or software issues where the service desk are
unable to assist.
·
Working on
tickets assigned by Helpdesk/Level 2 / Self-service tickets ranging from fixing
users' hardware, correcting cabling faults, replacing users iPhones (as and
when requested by Telephony team) and software re-builds.
·
We are also
involved in moving users around buildings and even between sites. This can
range from a single user to over 50. This commonly involves out of hours
assistance.
·
37.5 hours per week covering a flexible
shift between the hours of 8am to 6pm Monday to Friday
Responsibilities
·
Prioritise and co-ordinate own and others
work schedules to ensure that business and customer needs are met and deadlines
are adhered to.
·
Able
to communicate on complex issue to meet business and customer requirements to
avoid escalations.
·
Act
in accordance with Computacenter Information Security Policies and report any
potential or actual Security events or other Security risks to the
organisation.
·
Advising
and providing support to customers to satisfactorily resolve queries and
escalating where appropriate.
·
Proven
track record of working in a team environment.
·
Be
flexible and adaptable to changing business needs and comply with any
reasonable management requests.
·
Ticket
queue management and ownership
·
Maintain
knowledge and ensure scheduling best practices are adhered to.
·
Contacting users to arrange
appointments, updating tickets and ensuring we deliver to our contractual SLA.
The onsite
engineer's responsible to prep IT kit for new starters / leavers and
installation of equipment at desks.
·
The helpdesk is
first point of contact and point of escalation for all technical support
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.