Technical Customer Support - Bristol, United Kingdom - SpiderGroup

Description

Company Overview

Established in 2002 SpiderGroup provides businesses with secure IT, efficient Digital Marketing and bespoke website design completely integrated into one full-service suite to help businesses streamline and grow to align with their business goals.

We see a world where people and organisations are empowered by technology, support, and personal connections. Everything we do is focused around creating those powerful and relevant connections, to enhance businesses inside and out.

Through our leadership people will succeed in realising the untapped potential in their business -from its people to its customers.

In 2018 SpiderGroup merged with Marketing Masters Limited to form Multis Group Limited.

Business AreaSME oriented growth services

Including but not limited to IT services, digital marketing solutions and web development and design.

Pharmaceutical/Life sciences support services

Why you are at SpiderGroup (Role Description)

Working as a member of the Helpdesk Team, this role is the first point of contact for customers requiring support with Microsoft packages, desktops and network infrastructure and, as such, requires excellent people skills.

What you will do (Responsibilities)Level A

• Liaise with customers and colleagues to troubleshoot, resolve faults and act as an internal point of escalation for technical issues
• Proactively handling customer queries ensuring that requests are fulfilled to the customer's satisfaction and within SLA
• Undertake training as required
• Accurately log issues in the ticketing system, ensuring that other teams will understand the issue being reported and correctly log time in clockify
• Adhere to all Company Policies, Procedures, and Processes
• Act responsibly with customer's systems and data, always adhering to SpiderGroup's Information and Security policies.
• Develop and maintain a thorough knowledge of the procedures, products and services
• Undertake all other reasonable duties which are part of, and incidental to, this type of work, whilst being cognizant of time restraints and the escalation procedure

Level B

• As Level A
• Installation, configuration and testing of equipment and software
• Configuration of operating system installation on new computers
• Ensure changes to a customer's bill are properly logged and processes are followed

Level C

• As Level B
• Liaise with other groups involved in the delivery of service, including external suppliers and thirdparty maintenance organizations, to improve performance and resolve service and network problems
• Collaborate to produce technical and induction documentation, technical guides, knowledge base content and publications
• Visiting customers on site, resolving previously agreed issues, and new issues found onsite
• Produce technical reports and audits for customers
• Basic networking and infrastructure

What you need to know (Skills & experience)

• Ability to work well under pressure and at a high work rate.
• Excellent interpersonal skills: diplomatic and able to inspire user and employee confidence.
• Ability to determine correct workload priorities for the Helpdesk Team.
• Ability to coach team members and provide necessary training to improve skill sets.
• Thorough, professional approach
• Proven track record of the supervision of staff.
• Customerservice oriented with a problemsolving attitude
• Excellent written and verbal communications skills
• Previous experience within a service desk or technical contact centre environment

How you will do it (Values and expectations)

At SpiderGroup we're looking for the right person, a 'Spider Person', you'll need to:

• Challenge yourself and your colleagues to ensure a client never has to chase
• Build credibility through increasing trust and consistent delivery
• Embrace tech and new ways of working
• Spend time researching and understanding innovations and bring them back to the table to keep SpiderGroup at the cutting edge
• Be honest and proactive always, and never let an issue fester
• Identify (and excel in) your responsibilities
• Have an ambitious attitude with the drive to progress within an expanding Company
• Always lead by example, ensuring that you represent the team and function to the highest standards at all times.
• Be an excellent team player, collaborating, communicating and working well with other Spider People

Who you are (Personal Qualities)

SpiderGroup use the DISC profile to understand behaviours, develop teams and put the right people in the right roles.

• Willing to collaborate.
• Controlled and professional.
• Able to be relied upon.
• Creates/follows structured processes.

KPIs

• Resolution SLA
• First response SLA
• Average time per ticket