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    4. Graduate IT Support 2022
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    Our business represents 200+ manufacturers and we sell to a "glocal" customer base made up of corporate resellers, managed service providers, high street and online retailers ranging from large multi-nationals to smaller, independent IT companies. At CMS, we specialize in taking emerging technologies to market whilst growing established brands using a range of value-added services.

    Job Purpose Summary

    • Provide guidance and help to users with varying levels of expertise via telephone, email and onsite
    • Support and prioritise Directors/VIP users both remotely and onsite
    • Ensure all IT incidents reported to the Service Desk or in person are resolved within the agreed timescales making sure that all closure information is correctly recorded
    • Identify and resolve, or escalate, incidents relating to desktops, applications, systems and networks in order to limit business disruption
    • Respond to service requests such as laptop builds, application installs, new user creation and equipment setup
    • Contribute to the knowledge management system and ensure all known problems and fixes are updated
    • Ensure employees of the business are regularly updated on the status of a ticket and receive excellent customer service
    • Keep up to date with technology and service developments within the industry and make recommendations where appropriate
    • Liaise with 3rd party companies or contractors to resolve issues where a 3rd party service is provided
    • Ensure policies and procedures are followed throughout the organisation and any breaches are reported to the relevant authority

    Role Responsibilities

    • Exceptional customer service and communication skills
    • Bachelors degree (or equivalent) in Computer Science/Information Technology
    • Analytical and problem solving capabilities
    • Ability to follow instructions and work unsupervised
    • Prioritise workload and ensure project deadlines are met
    • A good understanding of the following:
    • Laptop, desktop and mobile hardware support
    • Apple hardware (iPhones/MacBooks/iPads)
    • Printers
    • Windows 10
    • Microsoft Office 365
    • Fundamentals of networking