IT Support Apprenticeship - Control Group

Control Group International are specialists in the specification and installation of integrated electronic systems predominantly to the commercial The IT Support Consultant/Customer Service Consultant role is a highly responsible position which requires someone who has the ability to effectively manage client expectations, take ownership of tier 1 (remote support) to tier 3 (action a field engineer to site) calls, and support cases/faults ensuring the effectiveness of client systems, and enhancing the company s excellent

The company s head office is based in the picturesque village of Bollington in Cheshire, where this role will be based and predominantly carried Working hours are 8:30am - 5:30pm, Monday -

Key Responsibilities of the role include:

Whilst the exact responsibilities will vary, the main duties of the role can be summarised as follows:

To maintain a high degree of customer service for all support queries and adhere to good service management

To take ownership of user problems and be proactive when dealing with user

To log all calls on our support desk software and manage the ticket system

Deal with administrative activities professionally and in a timely

Liaise with field engineers, installation programs, maintenance and warranty

Good understanding and operating of desktop systems

Strong customer service skills and ability to manage client expectations

Ability to identify Customer Needs and Challenges

Ability to meet deadlines

Being influential, confident and motivated

Being logical and decisive

Being objective, flexible and independent

Encouraging fellow co-workers

Ability to handle potentially stressful situations

Demonstrate tact, professionalism and diplomacy