Job Ref: 214006457

Date: 2021-06-17 17:35:44

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Our client who is based in High Wycombe is recruiting for an IT Customer Support to join their team. This is a great opportunity for a customer-focused and personable candidate to join a busy company.

The role is working from home on a full time basis, however our client would prefer candidates who live local to High Wycombe as there may be occasions you have team meetings in the office in the future.

The Role

We are looking for someone to join our IT Operations Team as IT Customer Support. Your main focus is to ensure our customers, internal and external have the best experience possible using our products and services. Working closely with several teams, you will identify solutions to incoming requests, suggesting improvements, and performing general tasks.

Key Responsibilities

Manage, investigate, own, and resolve requests and incidents.
Act as a point of escalation for IT Support requests and incidents.
Supporting, administering, learning, testing, and troubleshooting platforms and applications in use by the business including but not limited to; Exam booking system, Candidate Portal, Online exams, Invigilator Portal, BigBlueButton, Access Dimensions, Active Directory, Office 365, File Storage.
Collaborate in troubleshooting issues and provide possible workarounds and solutions in a timely manner.
Work closely with our Technical Helpdesk and other suppliers to troubleshoot and improve operations and processes.
Work closely with our Testers and Developers to diagnose and fix issues, occasionally having to run SQL scripts.
Produce documentation and step by step guides to build and maintain our knowledge-base and to facilitate knowledge transfer across departments.
Raise improvements requests with the business and log them for our Change Advisory Board.
Participate in technical conversations sharing your knowledge with the team.
To assist with internal/external communications on incident progress with a clear understanding of risk and impact.
Administering our websites, applications, Active Directory and Office365 users, groups, permissions, and compliance.
Assist our Customer Interaction Team with complaints relating to our products and services.
Out of hours work may be required occasionally.
To work in accordance with corporate standards and documentation including GDPR and ISO27001.
Support the IT Operations Manager as required.
Administrative and other IT Operations support to assist with the efficient running of the department as and when required.Qualifications, Skills and Experience

GCSEs or equivalent (including pass grades in English and Maths)
1 or more years' experience of incident management
Able to demonstrate analytical problem-solving skills
Excellent verbal and written English communication
Proven ability to explain technical concepts to non-technical customers in a professional manner
Excellent time management and ability to prioritise workload
Able to build great relationships with the team, other teams, and suppliers
Able to work independently using own initiative, as well as being a strong team player
Good working knowledge of MS Office, PowerShell, and other similar tools

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