Workshop Assistant Job at ITC Service Ltd (Hebburn)

Job Description

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Workshop Assistant plays an important role in making sure that happens. The Workshop Assistant primarily deals with setting up new devices and resolving both physical and remote issues that come in from our clients. When help is needed the Workshop Assistant can get help from or escalate issues to other members in Service Desk Team.

Job Responsibility

Providing a first point of contact for customers through our workshop, be that via phone, email or ticket
Delight our Clients with a Friendly, Quick and Helpful Experience
Provide the Client with in-house repairs, setups and assist with basic remote troubleshooting
Use our Ticketing System to work on and resolve Service Desk Tickets & Service Requests
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
Review RMM dashboard and apply remediation actions as indicated by our Processes
Review regularly scheduled/automated actions as indicated by our Processes
From time to time the projects team will need additional resource to help deliver projects either on site or remotely
Assist with in hours aswell as out of hours project work where required
Escalate tickets that require Senior Service Desk Engineer support
Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
Submit Timesheets & Expense reports as indicated on their SOPs
Identify, Communicate and Mitigate potential risks to the Service Desk Management and Clients
Work with and establish relationships with third party service providers to ensure full end-to-end service provision
Follow the schedule provided by the Service Desk Management or Service Coordinator / Dispatcher
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area
Act with Integrity, Trust & Communicate well
Uphold ITC’s values of integrity, trust and communication in all interactions
Communicate effectively to provide excellent service

Requirements

A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
A strong understanding of support tools, techniques and how technology is used to provide services
A strong understanding of operating systems, business applications, printing systems and network systems
A desire to deliver an amazing Client Experience
The ability to speak both Geek and human
Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
Keep up to date with new processes, procedures and developments

Nice to have

Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
Client Experience Certifications such as Helpdesk Habits etc.
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

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Workshop Assistant

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