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Touchscreen Talent Limited
Walsall, England, United Kingdom
£25000 West Midlands (Hybrid) IT Support Analyst Working for this leading Digital Technology company, a new and exciting role now exists within this fun and vibrant employer and their Support team. Working within the Product Implementation & Support team, you are part of a team of customer facing professionals responsible for daily post sales supp
Job Source: Touchscreen Talent LimitedBIMM University
Birmingham
Job Title : Local Technology Support Administrator Location : Birmingham Salary: £23,920 - £27,040 per annum, depending on experience Job Type: Full time - Permanent Closing date for applications: 12th May 2024 Employer: BIMM University Department: Technology Are you passionate about providing exceptional technical support in a dynamic educati
Job Source: BIMM UniversityIn Technology Group Limited
Birmingham
Role: Service Desk Analyst Location: South Birmingham Salary: £33,00 Join our dynamic Service/Helpdesk team and play a pivotal role in delivering outstanding customer service. As a Service Desk Analyst/Engineer, you'll serve as the primary point of contact for employees, customers, and partners, addressing a diverse range of technical issues fro
Job Source: In Technology Group LimitedHoneywell
Redditch
Product Support Technician We are an opportunity for a Product Support Technician to join us at Honeywell, in Redditch, where you will be responsible for the strip, inspection, assembly and testing of complex hydraulic manifolds, reading technical drawings and test specifications and understanding the requirements and ensure the highest standards o
Job Source: Honeywell1TECH STAFFING LIMITED
Birmingham
Service Desk Manager Location: Birmingham (Hybrid) Salary: Up to £45,000 (doe) Are you an IT professional seeking advancement in your career? We are looking for a skilled Service Desk Manager/Team Leader with a strong technical background and 2-3 years of experience in a similar role. This role is pivotal in leading our client's service desk team
Job Source: 1TECH STAFFING LIMITEDMichael Page Technology
Sutton Coldfield
We are seeking a dedicated and driven 2nd Line Support professional to join our Technology team in the industrial / manufacturing industry. The successful candidate will have a solid grounding in IT support and a commitment to excellent customer service. Client Details Our client is a leading player in the industrial / manufacturing sector with a s
Job Source: Michael Page TechnologyCoburg Banks Limited
Wolverhampton
Role Title: 1st Line Support Location: Wolverhampton Salary: £22,000 Are you an experienced IT professional looking to take the next step in your career? We have an exciting opportunity for an IT Support Assistant to join our client's exceptional IT team. They are a highly recommended organisation, serving clients nationally from their base in t
Job Source: Coburg Banks LimitedAzets
Aldridge, England, United Kingdom
Who are Azets Azets are a leading firm of Accountants and Business Advisers operating across the UK, Ireland and the Nordics, we have over a wide network of employees and an abundance of inspiring opportunities to join one of our many offices! We are a top ten accountancy firm in the UK and are the number one largest SME practice. Day to day dut
Job Source: Azetsbirmingham, england, United Kingdom
A fantastic opportunity for an IT Support Technician to join an established, leading midlands-based technology company with exciting growth plans.
Benefits - remote working, up to £100 per month contribution to office costs, private healthcare, contributory pension, 23 days Annual leave + statutory Bank holidays + birthday off
Must have the right to work in the UK without sponsorship.
Job & Department Summary
Delivery of the Support service is the first point of contact for customers regarding our client's products and is a critical component in ensuring their customers always have a positive experience.
The Support Team provides technical assistance for any issues that arise with their software. A modern cloud-native insurance pricing and policy administration system.
This includes troubleshooting problems, answering questions about features and functionality, and helping customers understand how to use the software.
Delivering in a fast-paced environment and performing tasks alone or as a part of a team always ensuring a positive customer experience.
Each member of the team is an ambassador for the company, and our client strives to always offer the highest levels of customer service.
Essential Functions
To review details of the support ticket that a customer has logged in the online support portal.
Triage the ticket to ensure the customer has provided all necessary information to understand the nature of the problem and how to recreate the issue.
Assess the importance of the ticket and amend the priority level and ticket type if necessary.
Respond quickly and efficiently to support tickets in line with defined service levels, providing product and technical support, escalating support tickets as appropriate in order that the customer is responded to within agreed timescales.
If you are unable to resolve escalating support tickets as appropriate in order that the customer is responded to within agreed timescales
Provide guidance to customers for training-related tickets where required.
Record accurately and efficiently log relevant investigation notes using the online support portal, making sure that all recorded symptoms and the customer's desired outcome are recorded to ensure ease of understanding of the ticket raised and to enable appropriate prioritisation allocation.
Manage own and queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction.
Maintain ownership and be proactive in obtaining answers from colleagues, training materials and other sources to exhaust the investigation.
Ensure customers are kept up-to-date with the progress tickets.
Assist with the creation of knowledge base documentation as requested.
Assist with product specific fixes or release testing as required.
Work in a timely fashion to deadlines and expectations as set by the manager and schedule.
Performs other duties as assigned by the immediate manager or management team.
Key Performance Outcomes
Take responsibility for own learning and development, managing time appropriately to build knowledge of product and use, requesting any training requirements.
Meeting internal and customer service levels.
To work collaboratively within the team by supporting colleagues, giving advice, and assistance where sought, and communicating in an effective manner.
Required Skills & Experience
GCSE English and Mathematics grade C or equivalent. A Level or equivalent in IT or able to demonstrate competent working knowledge/experience with bespoke browser-based applications/solutions.
Experience : 2 years minimum in a technical software support role, ideally combined with 1+ year of customer service experience.
Desirable but not essential
Supporting insurance software
Azure DevOps or GitLaB
Technical / Functional Skills:
Strong written and verbal communication skills.
Ability to demonstrate experience in delivering a high level of customer service.
Ability to demonstrate a high level of problem-solving capabilities and approach.
Multi-tasking capabilities and ability to thrive in a fast-paced environment.
Ability and desire to expand with changing marketplace and technology.
Please apply today with an up-to-date CV and a short Cover Letter.
IT Support Technician jobs in birmingham, england, United Kingdom
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