Join us as a Deskside Support Engineer with Chanel
(Croydon, It's a Full-time permanent role)
At Capita, we support clients across a range of sectors, including local Government, central Government, education, transport, health, life and pensions, insurance and other private sector organisations. We support with expertise applied by the talent across our business in combination with technology, insight and analytics to keep our clients ahead of change, sharper than competitors and more efficient than ever - and we always need new talent to help us achieve our goals.
The Role of a Desktop Support Engineer(1st line Support)
The candidate will be a highly motivated individual looking to progress their career in an innovative organisation supporting Chanel.
Within this one can expect to be troubleshooting end-user devices, test network connectivity, and work with a large number of supporting teams with internal and external providers.
This is an exciting opportunity for an ambitious individual with strong customer service skills and experience problem solving, to join our ambitious and friendly organisation.
Typical Role Responsibilities
Deliver at the elbow and remote support to caregivers
Ensure that incidents and faults are logged and handled to closure, working with colleagues and third-party suppliers to provide a solution
Keep the caregivers and ticket updated with developments
Work closely with all IT supporting teams onsite and offshore and 3rd party suppliers to manage and resolve incidents and services
Where tickets are unable to be closed, identify further resolution steps and actions and agree with steps to be taken escalating as necessary
Report directly to your team lead to ensure SLAs are met
Working with the team to ensure all documentation is updated and correctly recorded in the relevant repository, aiding effective closure times
Ensure all Incidents and Requests meet the agreed SLAs
Deliver excellent customer experience to the highest standards, while actively contributing to the improvement of IT departmental processes and procedures
Performing basic administrative support duties, as required, to meet specific operational objectives
Soft skills are the most important aspect in this role
Be the face of the Helpdesk
Ability to take calls and listen
Excellent communications skills
Call Logging / Remote and Email Support
Ticketing system experience
Deal with password resets, incident requests
Have a mental checklist of how to address issues
College degrees and Diplomas would be beneficial
Be able to deal with pressure
Desirable - ITIL
We look forward to hearing from you and wish you the very best of luck with your application