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Onsite IT Tech-Bar Engineer

Location: UK - Cust. Site ENG | Job-ID: 388 | Contract type: Standard | Business Unit: IT System Engineering (on-site or remote)

 

The End User Services function includes:

  • Customer Effectiveness: Accountable for ensuring the ‘effective delivery’ of EUS services to our global customers, including the Global Tech Bar service – an enhanced end user support service on key sites.
  • Service Excellence: Accountable for many aspects of IT service across the account including the Global deskside support service.
  • Campus IT: Accountable for the user experience of end user IT services in specific locations

 

This role will oversee the day-to-day management and front-of-house activities for Tech Bar including service, inventory, process governance, improvements and measures.  In addition, the management of any IT equipment and measures for Joiners, Movers and Leavers, white glove support and other key processes that contribute to the overall customer experience of our IT services.

 

Engaging with the customer for Tech Bar IT services and includes an Area on key sites where customers can walk up to resolve problems, get training, try new devices, borrow peripherals etc. It is essential that the individals on the Tech Bar area deliver a great customer experience through engagement with the customer and knowledge to provide the right information and resolve issues.  It is also key that the areas entice the customer and it is the place to go for IT service. This role is key to ensure an excellent customer contact experience.

 

o serve on the customer-facing team acting as the main connection between the Guest and the various processes, tools and groups of IT. 

·             Act as the primary contact for our Guests as the “face of IT” and shapes the lasting impressions of our Guests, and promoting a welcoming and engaging service/environment.

·             Analyze the Guest’s needs, triage technical queries and identify if the issue can be resolved quickly at the Tech Bar with the Guest in an appropriate time frame.

·             Liaise with other IT Teams in order to resolve faults, communicating the next steps to the Guest so that they are fully aware of the progress of their issue.

·             Record all Guest interactions are recorded within ServiceNow. Preferably in the presence of the Guest, if not within 30 minutes of Guest leaving the Tech Bar.

·             Document, coordinate and manage pre-scheduled service encounters with Guests

·             Ensuring escalations are dealt with, managed and minimised. Remaining calm while resolving conflict or while engaging in a stressful conversation or situation.

·             Proactive floor-walking schedule to engage with customers on any immediate needs.

·             Ensure that the Tech Bar inventory is maintained and managed. Borrow IT items must be  tracked and marketing material replenished.

·             Teach the Guest about the various ways of consuming the IT service. Advise on alternative steps they can take if the issue rises again, such as self-serve option.

·             Encourage Guests to utilize the customer satisfaction tools available. 

·             Support the local onboarding and offboarding IT processes. Deploying equipment to new starters at the correct level to ensure a successful IT experience.

·             Maintain customer intimacy via the knowledge sources available. Keeping abreast of customer changes in business, tools and processes.

·             Understand and accept that all level of technical opportunities will be presented in the Tech Bar.

·             Apply the iTASK mentality in every situation:  I Teach, Advocate, Sympathize, Kick down barriers.

·             Utilize analytical skills to develop an appropriate and creative solution

·             Multi-task, organize and prioritize workload for maximum efficiency to achieve the highest level of Guest service and operational goals.

·             Apply emotional intelligence to each interaction and situation.

 

About us

Computacenter is a leading independent provider of IT infrastructure services. We have about 15,000 employees worldwide who are accompanying our international customers on their path to digital transformation.

 

Our team of professionals serves corporate and government clients in a variety of industries. We support around 4.2 million users from our Global Service Desk. They are in more than 70 countries and speak 30 languages.

 

At our service desk locations, you can expect a dynamic, international and informal work environment with flexible work schedules and various offers for professional and personal development. Our informal atmosphere and the strong feeling of belonging makes you feel like being part of a great community.

 

Interested in joining a company with a strong sense of community?
We’re growing. We’re hiring. We encourage. We empower. We support.
#CCwinningtogether

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