Job Description

Why your job is important to us

We promise our clients that we will provide straight forward, efficient and secure IT management. For most clients their most frequent interaction with us, is through our remote helpdesk service. Clients contact support at a moment of personal stress – they are busy hardworking folk who can’t get something to work, and we can all empathise with that feeling! Your job is to be proactive, professional and friendly – fixing their issue, preventing it from happening again, making them feel calm and confident in your ability, and making sure that the client feels well communicated with, in a manner that hasn’t made them feel silly for calling in the first place! The feeling you leave the client with after your call, will often form that clients whole opinion of our firm. To our clients, you are ramsac!

Wow, that’s refreshing!

Clients tell us it’s our personable, proactive approach that really makes a difference.

On a day to day basis you will:

• Help our clients with any tech question they need to raise, by phone, portal or email.

• Deal with a wide variety of users with varying levels of technical knowledge.

• Manage a demanding case load in line with SLAs, as well as answering incoming calls and emails.

• Escalate issues quickly when appropriate.

• Liaise with third parties and log tickets for vendor support and warranty claims.

• Research issues for which you don’t have an immediate answer.

• Adhere to average daily ticket closure targets.

• Be proactive in keeping customers updated with the status of their support ticket and ensuring customer ratings are within target.

• Think about not only how to fix a ticket, but how to ensure a problem doesn’t return.

• Manage changes in a way that minimises risks to the client’s ability to operate.

• Act as a ‘Champion’ within the team for designated clients, reviewing our documentation and being a point of knowledge.

• Maximise efficiency and speed of service by utilising our automation tools as appropriate.

About You

Inspire us!

We want to be known as the most ‘can do’ well-polished and caring IT supplier in the South East. To do that, we only want to work with the best. Our staff are proud to say ‘I am ramsac’ their personal values are all a reflection of the core ramsac beliefs, which is all about going the extra mile and being genuinely concerned about providing clients with the very best, most attentive and highest quality service. Are you ramsac enough to be part of this very special team?

What’s really important to us:

• The ability to be self-motivated and highly organised.

• A genuine interest in IT and a desire to build your career.

• The ability to keep it simple – no one’s impressed with jargon that only serves to belittle the end user.

• Experience of providing great customer service.

• The ability to remain calm and to make clients feel that they are the most important person on the planet!

• Able to mentor less experienced colleagues as necessary.

• Can do attitude in assisting your peers with any questions or challenges they may encounter.

In return, we promise

We are absolutely focussed on providing great IT careers! We have a 5* Glassdoor rating, an ‘outstanding’ rating in the UK Best Companies employee engagement survey, and we were recently named Surrey’s Employer of the Year. We promise on the job learning, industry accredited qualifications and a proven career development path to ensure you continue to grow and develop.

The icing on the cake

• Experience within Office 365 and Azure through use of the MS Partner Portal

• Knowledge of the MS Office Suite

• Knowledge of Active Directory

• Experience managing on-premise Servers using remote management tools

• Knowledge or experience offering advice on security best practice to end user

Applications Close - 15th June