Brief Overview of the role: To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations. Accountabilities To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit. To ensure all tickets are managed and updated appropriately To return all parts in a timely manner via returns process with appropriate paperwork. Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials) To build a good and professional relationship with customers onsite. To engage with other Team members. To escalate any issues or areas for quality improvements to their Team Leader To follow all departmental procedures as specified by the Team Leader/ODM Regularly attend daily calls/team meetings Critical Success Factors Ability to diagnose and troubleshoot effectively to minimise customer downtime. Ticket Management - protecting SLAs and management of open tickets Consistent level of customer satisfaction measurable with Customer Satisfaction returns To manage parts/stock allocated appropriately Maximise warranty performance with correct vendor engagement and adherence to vendor processes Ensure Hub/Locker stock within remit does not fall below minimum stock levels To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency Knowledge & Key Skills Essential: · English and Maths to GCSE standard Full clean driving license 2 year experience in a PC field service environment or PC field Workshop environment HP Accreditations for grade Dell Accreditations for grade Familiarisation with current Microsoft desktop operating systems Hardware - Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs) Installation - Customer builds/Apps Flexibility & Willingness to travel. Good Team Player Good communication skills Good Customer care skills SC Level Clearance Participate on the standby Rota (24x7x365) Desirable Comptia A Accreditation Lenovo Accreditation for grade Be prepared to undertake additional security clearances as required Complete other vendor certifications as and when requested Willingness to perform international travel as and when required