Role: Service Bar Technician (SC Cleared highly advantageous)

Reports to: Service Delivery Manager

Hours: 37.5 hours. Core hours as per local site/client needs (between the hours of 7.00am -5:30pm.

Job Description:

The Service Bar Technician provides face to face IT support for end users. This customer facing role requires technical knowledge, problem solving abilities and Interpersonal skills. You will be engaging with customers, triaging their IT requirements and resolving issues.

You will provide face-to-face walk-up IT support to customers, communicating clearly and openly to capture their requirements and understand the problems they are facing.

The Service Bar Technician will be expected to provide Incident Resolution to support First Time Fixes supported by documented Knowledge Articles.

The environment is fast paced and continually changing, as such, to meet our customer needs, the role calls for a degree of flexibility and an expectation that the core working hours are spent on customer sites.

Where resolution at the service bar is possible but will take some time, you can arrange for the customer to collect their kit later. Where resolution requires other support staff, you will need to log tickets, ensuring all information is recorded and data fields updated with an accurate account of the problem.

Key Responsibilities:

• Provide face-to-face help to customers with technical problems
• Conduct quick fixes on devices including phones, laptops and apps where possible
• Replace consumable kit when spares are available, with minimum inconvenience to the end user
• Record requests and problems in tracking software ServiceNow
• Log incidents and update tickets for customers
• Schedule appointments with customers when appropriate
• Conduct triage and pass on problems to the relevant 2nd line teams, software, hardware etc.
• Ensure asset logs such as CMDB are updated as kit is moved, assigned, picked up or returned.
• When required, monitor tickets and highlight those needing swift attention to avoid breaching SLAs
• Collaborate with colleagues, providing support and cover where required.
• Conduct work and activities in line with the Company and customer documented processes and procedures
• Carry out any ‘ad hoc’ non ticketed work but ensuring subsequent tickets are logged
• Carry out all tasks assigned by Team Leader/Service Delivery Manager
• Periodically review Security Policy to ensure compliance with legal, regulatory and company requirements.

Key Skills:

• Effective communication and customer liaison skills
• Familiarity with Microsoft products
• Good understanding of networks and Windows operating system
• Ability to diagnose and resolve user issues
• Technical aptitude with eagerness to learn new skills
• Good problem-solving ability
• Effective teamwork and collaboration with clients and colleagues
• Self-management
• Learning from experience and knowledge sharing
• Basic hardware knowledge, laptop keyboards, Memory, Hard drives, Smart Phones
• UK Driving license holder

Experience:

• Experience in a Support or customer facing role
• IT experience with Microsoft suite and ideally Service Now
• Microsoft desktop and Windows.
• Standard MS applications (Office)
• Active Directory administration desirable
• Knowledge of bespoke customer applications desirable