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