1st Line Support Team Leader Managed Service Job In Stafford

Stone Technologies Limited, a Converge company, is an innovative, highly accredited market leading technology provider with high employee engagement working to a clear set of values with sustainability central to its activities.

Everyone is welcome at Stone and will always be supported in their career with us. We encourage our people to bring their authentic selves to work and we will always ensure everyone here has an equal opportunity to reach their full potential.

At Stone we support employees and embrace diversity. This goes beyond policies and procedures to nurturing a culture of inclusivity and engagement. From comprehensive training programmes including apprenticeships, to volunteer days and community engagement, we support every employee.

Built around sustainable business methods, dedication to our customers, delivering the best possible service, believing in our people, always working with integrity and continuously innovating ourselves, we understand that taking inclusion & diversity seriously as an organisation is imperative to ensure we live up to our values.

Do you have a passion for Technology? Do you have the drive to succeed? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company?

We are seeking a 1st Line Support Team Leader to join our Support & Managed Services team.

We are looking for someone to provide leadership management and support to the 1st line technical support team to support all customers with Warranties or Managed Service/Support contracts and to provide support other support teams to include the customer service team.

The role is offered on a hybrid basis, with 3 days working from home & 2 days within Stone HQ following an office-based induction period. With the level of role, office-based attendance at short notice may be required in the event of urgent business needs.

It is imperative that applicants live within are commutable distance to our Stafford base for this reason.

Key tasks will involve:

· Daily management of the Service Desk Tier

· Prepare management reports and information as requested by the Technical Service Director or Head of Support and Managed Services.

· Ensure Service costs are controlled and delivered at the best value to the business and customers.

· Ensure effectively deployment of resources within the Service Desk team and that cross functional training is maintained where possible.

· Provide support to the Service Desk agents and provide mentoring as required.

· Ensure Service Desk agents receive ongoing training to maintain their effectiveness.

· Ensure Service Desk Training Records are accurate and up to date.

· Ensure that all calls are answered in a timely manner and in a professional and courteous way within the agreed time as defined in the Service Department KPIs.

· Effectively, efficiently and accurately record customer information necessary to progress requests, provide technical assistance or provide information to the customer.

· Support both all sector and end user customers, both from the office and from home using personal computer and internet connection, as part of the evening and weekend rota.

· Accurately diagnose cause of faults based on information obtained from the customer and / or internal / external resources.

· Ensure effective communication is maintained with the customer at all times.

· Take ownership of each call logged and ensure that it is followed through to a successful conclusion.

· Process requests for information, arrange advanced replacement part swaps, on-site engineer repair, third party service and return to base repair, missing items and incorrect orders, ensuring that customer SLA are met.

· Escalate issues preventing the progress of a customer request to the Head of Support.

· Liaise with third party companies to facilitate warranty repairs on customer equipment not manufactured by Stone.

· Follow the service processes provided or amended versions which may be provided from time to time.

· Maintain accurate administrative information records.

· Maintain a tidy work environment at all times.

· Support and share information with colleagues.

· Demonstrate commitment and flexibility to working within a changing environment and culture.

· Undertake additional duties as required by the Head of Support.

· Comply with Stone’s internal management systems and safety procedures.

· Support Stone’s corporate social responsibility strategy.

· To undertake any other ad hoc duties or projects as requested by the reporting Manager.

The suitable candidate will have GCSEs or equivalent in Maths, previous experience providing technical support to users of computer equipment, excellent knowledge of Microsoft Windows 7 & 10 desktop operating systems, basic knowledge of Microsoft Server operating systems, excellent knowledge of Microsoft Office 2013 onwards.

It is also desired but not essential to be MCSE qualified have recognised industry related qualifications in diverse areas and be degree educated a well as a good knowledge of Microsoft Windows Server 2012/2016/2019

Full industry specific training will be provided to the successful candidate.

Job details:

This is a full-time position - 37 hours per week

The working days are Monday to Friday

We reserve the right to close this vacancy early if we are in receipt of sufficient applications for this position.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversion, and inclusion policy.

To discuss any reasonable adjustment or request a paper based application form as an alternative, please contact HR on 08448 22 11 22

Agencies need not apply