Job Description:
Brief Overview
of the role:
To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
Accountabilities
*To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
*To ensure all tickets are managed and updated appropriately
*To return all parts in a timely manner via returns process with appropriate paperwork.
*Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits
*To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
*To build a good and professional relationship with customers onsite.
*To engage with other Team members.
*To escalate any issues or areas for quality improvements to their Team Leader
*To follow all departmental procedures as specified by the Team Leader/ODM
*Regularly attend daily calls/team meetings
Critical Success Factors
*Ability to diagnose and troubleshoot effectively to minimise customer downtime.
*Ticket Management - protecting SLAs and management of open tickets
*Consistent level of customer satisfaction measurable with Customer Satisfaction returns
*To manage parts/stock allocated appropriately
*Maximise warranty performance with correct vendor engagement and adherence to vendor processes
*Ensure Hub/Locker stock within remit does not fall below minimum stock levels
*To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency
Knowledge & Key Skills
Essential:
· English and Maths to GCSE standard
*Full clean driving license
*2 year+ experience in a PC field service environment or PC field Workshop environment
*HP Accreditations for grade
*Dell Accreditations for grade
*Familiarisation with current Microsoft desktop operating systems
*Hardware - Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs)
*Installation - Customer builds/Apps
*Flexibility & Willingness to travel.
*Good Team Player
*Good communication skills
*Good Customer care skills
*SC Level Clearance
*Participate on the standby Rota (24x7x365)
Desirable
*Comptia A+ Accreditation
*Lenovo Accreditation for grade
*Be prepared to undertake additional security clearances as required
*Complete other vendor certifications as and when requested
*Willingness to perform international travel as and when required
of the role:
To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.
Accountabilities
*To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
*To ensure all tickets are managed and updated appropriately
*To return all parts in a timely manner via returns process with appropriate paperwork.
*Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits
*To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
*To build a good and professional relationship with customers onsite.
*To engage with other Team members.
*To escalate any issues or areas for quality improvements to their Team Leader
*To follow all departmental procedures as specified by the Team Leader/ODM
*Regularly attend daily calls/team meetings
Critical Success Factors
*Ability to diagnose and troubleshoot effectively to minimise customer downtime.
*Ticket Management - protecting SLAs and management of open tickets
*Consistent level of customer satisfaction measurable with Customer Satisfaction returns
*To manage parts/stock allocated appropriately
*Maximise warranty performance with correct vendor engagement and adherence to vendor processes
*Ensure Hub/Locker stock within remit does not fall below minimum stock levels
*To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency
Knowledge & Key Skills
Essential:
· English and Maths to GCSE standard
*Full clean driving license
*2 year+ experience in a PC field service environment or PC field Workshop environment
*HP Accreditations for grade
*Dell Accreditations for grade
*Familiarisation with current Microsoft desktop operating systems
*Hardware - Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs)
*Installation - Customer builds/Apps
*Flexibility & Willingness to travel.
*Good Team Player
*Good communication skills
*Good Customer care skills
*SC Level Clearance
*Participate on the standby Rota (24x7x365)
Desirable
*Comptia A+ Accreditation
*Lenovo Accreditation for grade
*Be prepared to undertake additional security clearances as required
*Complete other vendor certifications as and when requested
*Willingness to perform international travel as and when required
Job number 1894949
metapel
Company Details:
Cerco
Company size: 50–99 employees
Industry: IT
Cerco Training launched in 1989 out of Granada IT Services which started initially to provide practical courses for candidates looking to start a care...