over 1 year ago
My Berkshire based client has a large number of IT users who need the support of Assistive Technology to use PC, laptops and connected systems to effectively perform their work. This role is at the forefront of ensuring high levels of customer satisfaction for the technical support team and as such is an extremely customer focused role.
Key to this role is the use of assistive technology for blind and partially sighted users and full training will be given in assistive technology tools will be given if required. Most important is a cool head, good problem solving skills and some experience working in a first line tech support position.
Act as 1st line escalation point for all assistive technology support calls.
Analyse, troubleshoot, build, configure and install PC based hardware, operating systems, apps and assistive technology tools.
Champion accessibility and assistive technology within Information Systems
Provide 1st line technical support to all IS users, some of whom work remotely
Record incidents in the call management system.
Monitor and respond to automatically logged incidents
Identify and escalate incidents outside of 1st line support capabilities to 2nd line support when required
Provide technical advice and solutions
Implement technical solutions and improvements to user capability and self-sufficiency in technology and applications
Identify, evaluate, recommend and implement new products and accessibility tools.
Essential skills / experience
Working in an IT Service Desk environment providing 1st line level support in a multi-site organisation including remote workers.
Proven experience supporting: MS Office 365 application suite, MS Windows 10, PC hardware (Laptops, desktops, Printers etc.), Microsoft Active Directory, Teams
Good hardware and software troubleshooting skills
Experience in troubleshooting within an enterprise networked environment including remote access i.e. VPN
Proven ability in customer service, building and maintaining relationships with users at all levels.
Ability to deal with end users, with varying needs who may be stressed, effectively managing customer expectations.
Ability to train and coach end users in IS and assistive technology solutions, to optimise user benefit and minimise support calls.
Knowledge of supporting and troubleshooting collaboration and telephony tools: Skype for Business, Teams and Zoom.
Broad experience in supporting PC, Apple Mac, iOS and Android hardware and software.
IT related certification: Microsoft, CompTIA or relevant experience
Desirable - But NOT essential
Experience of modern workplace management and deployment technologies i.e. Autopilot, Microsoft End Point Manager
Assistive Technology Tools: Jaws, Zoomtext, Supernova
This role within this organisation has so much to offer – not least of which is the knowledge that your work will be truly making a difference to so many and improving access to work for many. If you have some solid first line support knowledge and have supported both deskside and remotely, then we want to help you take your service desk career to the next level contact us and we would love to talk this through with you. Or send your CV for review.
Avocet Strategic Resourcing is acting as an employment agency for this role. Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.
Applicants must be eligible to live and work in the UK to apply for this role.
Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.