Job Description

Specialist Apple Mac Support Company who help their clients keep their computers working by providing telephone, remote and onsite support. Clients include many well known corporates & high street names.

You will be working with a fun team, supporting 6 full time engineers and 2 part time staff. You will report directly to the Operations Director.

The job

Organise & support the Help Desk Team

 

• Answering the telephone in the first instance & screening calls
• Log customer support calls by phone & email in our ticket system Commit
• Manage response times & keep clients updated
• Escalate telephone calls to a site visit when necessary (with help of Team Leader)
• Manage engineer diaries and allocate/monitor tasks set
• Process engineer timesheets & close jobs
• Ensure that all loan parts are recorded against all relevant jobs
• Liaise with Sales/Account Managers to obtain all relevant information for Site Surveys, & New Client visits and arranging Installs.

Work alongside Engineers

 

• Allocate work upon customer requirements & feedback from Help Desk Team Leader
• Monitor attendance, sickness & punctuality of all staff
• Act as first stage contact for engineers (arrive & leave site)
• Work closely with Help Desk Team Leader

General Office tasks/admin

 

• Opening & closing the office (Security, shutters & turn on washing machine at end of day)
• Accept all office deliveries
• Maintain records of staff holidays absence & punctuality
• Organise social events, staff meetings, evenings out & Christmas party
• Process engineer travel & other expense claims (Check claims valid/correct & process)
• Ordering stationery & office supplies when needed
• Source new suppliers as and when necessary
• Organise couriers & print all relevant invoices
• Petty cash/ process all staff claims & keep records for accountant
• Assist with accounts enquiries as & when required
• Update stock system with all incoming & outgoing stock
• Fire Marshall/ Also organise Fire Drills & keep relevant records
• Implement Health & Safety Policies
• First Aid Officer

Business and Administration Level 3

English and Maths Functional skills if required

 

• Must be educated to GCSE leve

Preferably English and Maths qualification

Excellent communication and written skills

Organisation skills

Computer literate

Qualities we are looking for:
 

• Exceptional organisational skills
• Used to working in a busy environment
• A multi tasker with good attention to detail
• Proactive mind set
• Good telephone manner & excellent communication skills (written & verbal)
• Computer literate. Knowledge of Quick Books, Word, Excel would be useful
• Having worked for an IT Support company would be a real plus
• Previous Office Admin Experience min 6 months hugely beneficial
• IT knowledge and skills essential.

Required Knowledge, Skills, and Abilities

• Exceptional organisational skills • Used to working in a busy environment • A multi tasker with good attention to detail • Proactive mind set • Good telephone manner & excellent communication skills (written & verbal) • Computer literate. Knowledge of Quick Books, Word, Excel would be useful • Having worked for an IT Support company would be a real plus • Previous Office Admin Experience min 6 months hugely beneficial • IT knowledge and skills essential