Location
Cardiff Office
Hours
Monday - Sunday. Rota Basis
Salary
Competitive
Vista Retail Supports Mission
1. To be the partner of choice for the provision of technology services in the UK
2. To deliver on our commitments to all of our customers both external and internal
3. Create a great environment where Vista people become the best they can be and are able to discover for themselves and educate others in the field of technology support
Vista Retail Supports Values
1. Customer Focused
2. Teamwork
3. Professional Standards
4. Creative and Innovative
5. Passionate and Proud
6. Responsible and Accountable
7. Ethical
8. Honesty
9. Trust and Respect
10. Environmental Sustainability
11. Socially Responsible
Purpose of the Role
To answer first line phone calls on Vista's IT Service Desk, including call logging and undertaking first line fixes, and directing calls to 2nd and 3rd line resolvers as required. The role will also support Vista's technical services team in contacting customers and engineers when required.
Main Tasks and Objectives
1. Providing first line support to a range of customers and logging calls with resolver groups if unable to provide a fix.
2. Working with customers to log and diagnose faults reported by customers about their on-site equipment and ensuring full functionality according to manufacturers specifications is maintained.
3. Identifying, ordering, and monitoring parts required by a field service engineer on-site when a remote fix is not possible.
4. Keeping customers informed at all times on the progress of calls logged.
5. Acting as the first point of contact for all Service Desk customers, reporting escalations to relevant Service Desk staff in accordance with each customer's relevant escalation procedure.
6. Updating Metrix and TOPdesk call logging system to ensure smooth communication between company and customer and to allow customer service reports to be produced.
7. Managing workload to meet customer needs and ensuring communication is maintained with Client Services, field service manager, and customer service delivery managers as necessary.
8. Being part of the Service Desk rota working evenings and weekends.
9. Working to successful KPI targets set by the team leader and IT Service Desk manager.
10. Documenting quick fixes and customer-specific information to grow the company's knowledge base.
11. Helping to train any new starters as requested by the team leader or IT Service Desk manager.
12. Any other tasks as requested by the team leader or IT Service Desk manager.
Outcomes And Deliverables
1. Customers receive a professional service and feedback is positive.
2. Meet and if possible, exceed closure rates to meet service level agreements.
3. Positive internal relationships are achieved.
4. Successfully support field service engineers and second line support to rectify faults in a timely manner.
5. Help to build a first-class Service Desk and technical services that contribute to the overall growth of the business.
If you would like to be considered for a role within our successful and growing organisation, working with an excellent customer base, please send us a copy of your CV and enter the role type you would like to apply for in the subject line.
Please send applications to
Job Specification
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