IT Customer Support Advisor

High Wycombe, Buckinghamshire
Focus Resourcing

An exciting opportunity for someone looking to build a career in IT has arisen to join a global organisation based in High Wycombe.

You will play a key role in providing IT Support across the business. An enthusiastic team player, who can work towards ensuring customers, internal and external have the best experience possible using the company’s products and services.

• Location: High Wycombe – hybrid working available
• Working Hours: 9AM – 5:30PM
• Benefits: 21 days holiday + bank holidays, life assurance, private healthcare, flexible working, Christmas shutdown, birthday day off, employee assistance programme!

As the IT Customer Support Advisor, you will be responsible for:

• Manage, investigate, own, and resolve requests and incidents.
• Act as a point of escalation for IT Support requests and incidents.
• Supporting, administering, learning, testing, and troubleshooting platforms and applications in use by the business.
• Desktop, Laptop, Server, and Mac support.
• Collaborate in troubleshooting issues and provide workarounds and solutions in a timely manner.
• Work closely with our Technical Helpdesk and other suppliers to troubleshoot and improve operations and processes.
• Work closely with our Testers and Developers to diagnose and fix issues.
• Produce documentation and step by step guides to build and maintain our knowledgebase and to facilitate knowledge transfer across departments.
• Raise improvements requests with the business and log them in internal systems .
• Participate in technical conversations sharing your knowledge with the team.
• To assist with internal/external communications on incident progress with a clear understanding of risk and impact.
• Administering our websites, applications, Active Directory and Office365 users, groups, permissions, and compliance.
• Assist our Customer Interaction team with complaints relating to our products and services.
• Out of hours work may be required occasionally.
• Contribute to the enhancement of the organisation’s cyber security posture by collaborating with the team to strategise and plan for pen testing. Additionally, play a key role in preparing the company’s desktop and server estate to meet Cyber Essentials and Cyber Essentials Plus standards.

The successful IT Customer Support Advisor will have the following related skills / experience:

• Experience with incident management.
• Able to demonstrate analytical problem-solving skills.
• Effective communication skills, and proven ability to explain technical concepts to non-technical customers.
• Excellent time management and ability to prioritise workload.
• Able to build great relationships with the team, other teams, and suppliers.
• Ability to work independently using own initiative as well as being a team player.
• Good working knowledge of MS Office, PowerShell, and other similar tools.
• A positive working attitude, approachable and responsive to requests for help in order to assist team members or other co-workers.
• Preferably Bachelor’s degree (or equivalent)
• A qualification in IT would be advantageous

For more information, please contact Julie Harding on /