JOB SUMMARY
The IT Specialist is the central point of contact for all IT related incidents and service requests. The role is to provide first, second- and third-line support for all staff at Coffee Planet. Responsibilities include, but are not limited to, resolving support requests as well as meeting internal customer satisfaction and continuous service delivery demands. IT is a dynamic, fast-paced environment which provides services over the phone, through email and in person and self-service and by remote support technologies.
KEY RESPONSIBILITIES
- Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
- Assist all our users with any logged IT related incident when called upon.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible.
- Escalating incidents to other support teams where necessary.
- Design and implement an IT service desk system and dashboard.
- Accurately record, update and document requests using the IT service desk system.
- Install and configure new IT equipment where and when required to do so.
- Resolve incidents and upgrade different types of software and hardware.
- Resolve incidents with printers, copiers, and scanners.
- Maintain a first-class level of customer service ensuring that all internal customers are treated efficiently and in an appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- To be a highly motivated team player with the skills and ability to manage changing priorities.
- To create, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
- Be willing to attend internal and external training as necessary to keep up to date with the latest technology and internal system processes.
- Work within the relevant legislation, policies, and procedures of Coffee Planet.
- Participate in the Annual Performance Development Review Process.
- Attending training courses as identified and agreed for appropriate development.
- Working within the Health and Safety at Work Act, the postholder has a legal duty to take reasonable care for Health and Safety both for themselves and others who may be affected by their actions. They are also required to undertake Health and Safety training commensurate with the level required by the post and to take part in risk assessment procedures and the implementation of agreed recommended work practices within the area.
- Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.
ROLE REQUIREMENTS
- Ability to multitask and meet tight deadlines.
- Team player.
- Ability to work autonomously.
- Excellent organizational skills.
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
- Ability to demonstrate practical troubleshooting and problem analysis techniques.
- Good attention to detail and ability to show initiative.
- Ability to plan and prioritize workload without supervision.
- Ability to prioritize, manage and perform under pressure to meet SLA’s.
- Excellent knowledge of Customer Service best practice.
- Willing to work flexibly and with enthusiasm.
QUALIFICATIONS
- University Degree in an IT related field is desirable.
- Any Microsoft certification is desirable.
EXPERIENCE REQUIRED
- Minimum 5 years in an IT specialist role.
- Expert knowledge of Microsoft Windows and MAC client operating systems as well as various software packages including Microsoft Office and Adobe Creative Suite.
- Excellent IT skills and computer literacy.
- Experienced and confident customer service skills.
- Expert in hardware and software and network operating system, with advanced fault diagnosis skills and problem resolution.
