Deskside Support Coordinator
Wood PLC

JOB DESCRIPTION

Wood are looking for Deskside Support Coordinators to help deliver day to day IT support for simple IT issues through our IT user support tool service. This support will be provided by telephone, email and chat applications in order to provide a quick resolution of simple IT issues. There will also be a requirement to provide onsite supportfor technical solutions and offer guidance and support face to face. We are looking for individuals who would be able to provide successful resolutions with a high level of client satisfaction.

This is an opportunity for you to join Wood at an exciting phase where we are looking to develop a new way of working with your ideas helping to shape the future of IT within Wood. Wood ins involved in a number of innovative projects and we focus highly on attracting, retaining and developing talenet within the IT team. You have the opportunity to be the face of IT, in a pivotal role, with opportunities to constantly develop your skillset as me move to new technologies.

RESPONSIBILITIES

The key roles and responsibilties within the role are listed below:

• Diagnose and troubleshoot technical issues, including account setup, software issues, hardware, and network configuration - from hire to retire
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed SLA
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue. Where the issue cannot be resolved then a scheduled desk visit or site visit when issues need hands on troubleshooting
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Use the Knowledge Base or external resources to provide accurate technical solutions
• Ensure all issues are properly logged with regular updates documented
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of ticket notes and Knowledge Base entries
• Walking customers through installing applications and computer peripherals
• Image machines on arrival and on return, ensure that all returned stock has been reimaged
• Use asset management solutions to ensure that all client PC assets are recorded and perform stock checks to provide accuracy of the data. Any assets to be disposed of should be done so following the correct procedures and the asset management solution updated to show this
• Ensure that users are provided with the correct PC (fit for purpose) to perform their job role
• Collaboration with other support teams to highlight trends, ongoing issues and share knowledge
• Keeping up with technology trends and updates and a willingness to learn new software and tools

QUALIFICATIONS

Qualifications:

Proven experience within IT Desktop Support

Knowledge, skills and experience:

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows OS, mobile devices, peripherals, Intune and SCCM deployment methods as well as excellent proven troubleshooting skills.
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions.
• Ability to provide step-by-step technical help, both written and verbal
• Excellent problem-solving and multitasking skills

Personal attributes:

• Effective communication, both verbally and in writing
• Strong problem-solving ability.
• Customer-oriented attitude
• Ability to handle frustrated or stressed users with empathy.

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