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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