Job description
IT Support will respond to IT incidents and service requests. The role will provide solutions in an efficient and effective manner whilst maintaining high levels of professionalism and exceptional customer service.
This role will also provide support to a warehouse environment and any experience working in a similar environment would be desirable.
Role Responsibilities
- 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
- Document processes & create knowledge base articles
- Contribute to the knowledge management system and ensure all known problems and fixes are updated
- Travel to other CMS locations to provide on-site IT support when required
- 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
- Provide support and guidance to IT Graduates
- Assist in projects as required
Additional Responsibilities
A good technical understanding of the following:
- Laptop, desktop and mobile hardware support
- Apple hardware (iPhones/MacBooks/iPads)
- Printers
- Windows 10
- Microsoft Office 365
- Fundamentals of networking
Skills & Abilities:
- Minimum of 1 year experience working in a 1st line IT support environment
- CompTIA A+, MCP equivalient professional certification in desktop support
- Good understanding of key businesses processes and the use of IT within them
- Bachelors degree (or equivalent) in Computer Science/Information Technology
- Good Analytical and problem solving capabilities
- Ability to follow instructions and work unsupervised
Skills & Personal Attributes
Compentencies
Experience
Education and Qualifications
Key Traits
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
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