EUC Engineer – SC Cleared or SC Eligible in Wokingham

A Concierge is a hospitality professional responsible for assisting guests, residents, or clients with various services to enhance their overall experience. They assist guests by providing exceptional customer service, making reservations, offering local recommendations, and handling guest requests, playing a crucial role in ensuring customer satisfaction and delivering exceptional service.

Your responsibilities:

• Ensure a positive support experience for customers; develop a good relationship and trust with company corporate users by exhibiting a professional attitude and a welcoming approach to understanding customers’ problems.
• Ensure immediate and total restoration of services for all systems and services by promptly responding to users’ requests (including remote users) when they have an IT related problem – proactively recognize the problem and implement needed solutions.
• Provide solutions to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources.
• Troubleshoot remote users’ issues by applying remote monitoring and management software.
• Solve problems that do not have documentation by walking customers through established processes for solving problems over the phone or/and in person and utilize critical reasoning in solving the problem.
• Remain in touch with a customer until their issues are totally resolved or/and request is completed.
• Ensure targets are achieved in accordance with tight key performance indicators by identifying and escalating issues that need immediate attention.
• Carry out root cause analysis and create new resolutions to problems that occur frequently.
• Identify and correct a problem by performing diagnostic reviews and developing error reports as requested.
• Work with technical teams and end users to execute and maintain systems that apply industry best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and system.
• Offer outstanding customer support and excellent communication in accordance with all Service Desk procedures and policies by identifying and working with all remote users, corporate network users, as well as with other Service Areas.
• Perform administrative duties, including scheduling of equipment or laptop loaners, or any other services/items for company users; organize shipment to remote sites if required.
• Carry out proper tracking of service requests and ensure resolutions to problems are documented in the ticketing system.

Your Profile:

• Work experience in an IT environment supporting desktops, laptops, peripherals, and printers, or possession of an Associate’s degree or/and continuing education program.
• Work experience in a service/help desk setting.
• Strong ability to work under pressure and deliver top performance.
• Strong listening skills to fully understand what an end user’s needs and/or requests are.
• Exceptional ability to work optimally in a fast-paced environment.
• Proven experience as a concierge or in a related customer service role.
• Knowledge of End User devices (Laptop, Desktop, Printer, Peripherals etc).
• Excellent communication and interpersonal skills.
• Proficiency in English; Device roll out related experience is a plus.
• Good multitasking and organizational abilities.
• Proficient in Microsoft Office Suite and handling office equipment.
• High school diploma; degree in hotel management or relevant field is preferred.
• Client facing and needs good communication and should have capabilities to work with different stakeholders smoothly.