Service Desk Technician

Quadris Ltd; Stockport; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days paid leave + Bank Holidays

Contributory Pension Scheme

Life Assurance - Death in Service Benefit (x4 annual salary)

Access to 24/7 Employee Assistance Programme

Tailored personal development plans

Free parking when office based

Environment focusing on wellbeing

Job summary

A technology services firm in Stockport is seeking a dedicated IT Support Specialist. This full-time role involves managing IT incidents and service requests, ensuring effective communication and proactive customer service. The ideal candidate has experience in IT support and a relevant IT qualification. This position provides opportunities for personal development and includes a range of employee benefits.

Qualifications

• Minimum 6 months experience working in an IT support desk environment.
• Experience in support of Virtual Desktop Environments (Citrix/Azure).
• Understanding of ITIL v4 and ISO27001 frameworks.

Responsibilities

• Deliver exceptional customer service, first time, every time.
• Troubleshoot IT issues and problem solve effectively.
• Prioritise and manage workload to ensure contractual SLA’s are met.

Skills

Passion for IT and Technology in general

Strong communication skills

Ability to work within Service Level Agreements

Highly motivated to deliver exceptional quality service

Strong organisational skills

Accurate record keeping and documentation

Effective team working

Ability to work in a fast paced environment

Education

Level 3 IT qualification or equivalent experience

Tools

PSA or CRM system (Halo/CW Manage/Freshdesk)

RMM Tool (CW Automate/Smartconnect/Ninja One)

Windows Server 2012-2022 environments

Windows 11

MS Office

Office 365

Active Directory

Job description

Overview

The purpose of this position is to deliver timely and effective solutions to customers’ IT incidents and service requests by assuming full ownership from initial contact to resolution. The role includes responsibility for meeting defined Response SLAs and ensuring that major incidents are promptly escalated to the Escalations Team for advanced investigation and resolution. Clear and consistent communication, strong service ownership, and proactive management of customer expectations are essential to maintaining the high standards of service quality expected at Quadris.

This is a full-time position working Monday-Friday, 37.5 hours per week, on a variety of shift patterns between our core hours of 7am-6pm. There is also a requirement to work flexibly outside these core hours which may involve evenings and/or weekends.

What Does Success Look Like

Success in this role means putting the customer at the heart of everything you do and consistently delivering an exceptional IT support experience. You’ll aim for first-time resolution on the majority of tickets, demonstrating technical confidence and ownership. Your commitment to quality service will shine through outstanding CSAT results - achieving excellent response rates and making gold-standard feedback your norm. Above all, success means doing the right thing, every time: role-modelling the Quadris Way and demonstrating our company values.

Key Roles

Deliver exceptional customer service, first time, every time using plain English

Handle incoming service requests through calls, email and customer portal and taking responsibility for logging all requests

Troubleshoot IT issues and problem solve effectively from owning the request, diagnosis, escalations and following up; aiming for high, first time fix resolution

Escalating incidents and requests where support is required

Prioritising and managing workload to ensure contractual SLA’s are met

Support delivery of maintenance tasks relating to clients IT needs

Identify incidents and escalate appropriately

Delivery against job specific Key Result Areas (KRA’s)

KPIs

• CSAT
• First Time Fix
• Call Quality
• Ticket Quality
• Delivery against SLA's
• Personal & Professional Development

Essential Skills and Qualifications

• Passion for IT and Technology in general
• Strong communication skills both verbal and written
• Ability to work within Service Level Agreements (SLA's)
• Highly motivated to deliver exceptional quality service with excellent customer service skills
• Highly motivated/passionate to learn and develop
• Strong organisational skills; including punctuality and reliability
• Accurate record keeping and documentation
• Experience using a PSA or CRM system (Halo/CW Manage/Freshdesk)
• Experience using an RMM Tool (CW Automate/Smartconnect/Ninja One)
• Experience working in a IT support desk environment – minimum 6 months
• Level 3 IT qualification or equivalent experience
• Experience working with Windows Server 2012-2022 environments, Windows 11, MS Office, Office 365 and Active Directory
• Effective team working
• Ability to work in a fast paced environment

Desirable Experience, Skills and Qualifications

• Support of Virtual Desktop Environments (Citrix/Azure Virtual Desktop)
• Support of a Cloud Environment (AWS/Azure)
• Networking basics inc. LAN/WAN
• DNS/DHCP
• Experience with Backup Solutions (DATTO/Veeam/CommVault/Nakivo)
• Mimecast/Proofpoint
• Understanding of ITIL v4 and ISO27001 frameworks

The key to our success is the service that is delivered to our clients, that service is delivered by you and therefore we are in the people business.

We take care of our people by offering:-

• 25 days paid leave + Bank Holidays
• Contributory Pension Scheme , tiered contributions rising to 7% with length of service.
• Life Assurance -Death in Service Benefit (x4 annual salary)
• Access to 24/7 Employee Assistance Programme (EAP)
• Free independent financial wellbeing advice when you join us
• Tailored personal development plans and career journey planning
• Fully/Partially Funded training*
• Free parking when office based
• Environment that focuses on your wellbeing; including quarterly and annual social events*

Solid experience of working in a IT support desk environment