The company:
Williams is one of the world’s leading Formula 1 teams. It exists purely to race in the top echelon of motor racing where it has been winning Grands Prix for more than three decades. The Williams name has been synonymous with top-level motorsport since the 1960s.
The position:
We are looking to recruit a Service Desk Technician to log all calls, collate information to enable the correct classification and prioritisation of calls, resolve calls where possible or escalate to 2nd Line technicians.
The role:
The Service Desk Technician will:
- Ensure all calls are logged with the IT Helpdesk, either by walk-ins, telephone, email or web portal.
- Follow strict guidelines to collate the necessary information from the caller to enable calls to be classified and prioritised correctly.
- To be the 1st responder for all calls raised in the IT Helpdesk.
- Correctly classify and prioritise all calls raised in the IT Helpdesk correctly.
- Escalate any calls that cannot be dealt with by 1st line to an appropriate technician.
- Ensure VIP and high priority area calls are responded to appropriately.
- Make use of knowledge base articles and system documentation to resolve 1st line calls.
- Highlight any issues or problems that prevent calls being handled correctly to their manager or deputy.
- Take ownership of all current Helpdesk tickets less than 1 week old, contact the caller, prioritise and classify the call correctly. If the call cannot be resolved by 1st line then escalate appropriately.
Core Competencies:
- Ability to follow procedures to ensure consistent call logging, prioritisation and classification.
- Understanding of call escalation procedures.
- Understanding of ITIL terminology in order to contribute to IT Department Process Improvement.
- Highlight any out of date documentation or other issues that prevent the efficient execution of role.
- Provide recommendations for improvements to any IT services or processes, to the IT Operations Manager.
Please note this is a 12-18 month fixed-term-contract.
What can Williams offer?
The Williams Group is based in Grove, Oxfordshire. We offer free onsite parking and large open green spaces to unwind during breaks. We are five minutes from Wantage, our closest town.
Application closing date:
All applications must be received by 20th March 2020.
The Williams Group is an equal opportunity employer who values diversity and inclusion. If you have a disability, we are happy to discuss reasonable job adjustments.
Strictly no agencies.