Senior Customer IT Engineer: Contract – Cambridgeshire – Start Date: 27/08/18. Four Months Initially. 

 

Multi national organization. This position within End User Services: 

 

Key Responsibilities:

 

• Serving as Face of IT on Customer-facing Team: representing Brand, driving superb Customer Experience through IT Services; commitment to ensuring exemplary Customer experience, day-to-day management, front-of-house IT activities: service; inventory; process governance; improvements; measures. IT equipment management; white glove support, additional key processes. 

• Ensuring effective service delivery to global Customers, enhanced end user support service excellence. Global deskside support and Campus IT accountability for user IT service experience.

• Driving continuous improvement of processes and procedures. multiple processes; tools; IT groups. Advising on new devices; peripherals, etc. 

• Driving maximum efficiency to achieve highest level of Guest service and operational excellence.

• Requirements Analysis, developing appropriate, creative solutions; technical query triage; identification of issue resolution timescale. Liaison with IT Teams to resolve faults, communicating next steps as to progression to Guest.

• Managing support drop-in desk; floor walking; supporting Customer workspace. Resolving / triaging technical issues (OS / Hardware), effectively communicating outcome.

• Documentation of Customer interactions; coordination; management of pre-scheduled  service encounter; Ensuring escalations are managed; minimised. Conflict resolution in appropriate manner; effective IT asset inventory maintenance and management. 

• Teaching IT service methods. Advise on alternative steps if issue repeats. Maintain Customer awareness via knowledge sources available. Keeping abreast of Customer changes in business, tools and processes. 

• Support onboarding / offboarding IT processes. Deploying equipment to new starters;

 

Skill-Set / Knowledge Areas:

 

• MS Windows environments (ideally enterprise domain model including Antivirus software); Windows 10 O/S support; MS Office applications: Office 2016; MS Office 365; Cloud based storage solutions, e.g. MS OneDrive; Box; Active Directory; software deployment: SMS; SCCM, etc.); Group Policy Objects; remote control methods. Lenovo desktop; laptop hardware. 

• Ideally, Apple Mac OS and iOS software support; set-up and mobile device deployment.

• Customer facing tech bar or IT Training experience

• Asset management and role in updating asset inventory details.

• Relevant ITSM toolset.

• A+ certification / similar experience. 

 

 

Start date: 27/08/18. Completion: 31/12/18. Realistic extensions. Excellent Day Rate available for a suitable applicant.