Workshop Assistant

Roles and Responsibilities of a Workshop Assistant Eligibility – Required Skills & Attributes

• 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
• The ability to speak both Geek & 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

• 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.

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.

• 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. When opportunities arise the Junior / L1 Service Desk Engineer may be required to help with project delivery.
• 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.

• Uphold ITC’s values of integrity, trust and communication in all interactions.
• Communicate effectively to provide excellent service.

Citizenship is a framework for general expectations for working at ITC.

In your role, you will be given directed autonomy, but that requires accountability to the company, your team, our clients and yourself.

The principles below will guide us in our success.

Location:

Monkton Business Park, Hebburn, NE31 2EX