- TCP
- TCP/IP
- Communication skills
- Operating systems
- VMWare
Purpose of Role
Davies is a multi-award-winning operations management, consulting and digital solutions provider to organisations in highly regulated markets, including insurance, financial services, utilities, communications and to regulatory bodies. Our core services include Claims Solutions, Insurance Services Consulting and Technology and recently created division for North American Claims Solutions.
We invest significantly in our people and their career development. Our team of 3,700 professionals work across the UK, Ireland and North America.
Over the past five years Davies Group has consistently delivered strong double-digit growth through a combination of organic investment and via targeted acquisitions to add capability and new teams to its platform.
To provide first line helpdesk support to clients, assisting them with hardware and software problems via phone and email and helpdesk software.
Duties and responsibilities
To provide 1st line technical support; answering support queries via phone
and email.
To support users remotely.
To maintain a high degree of customer service for all support queries and
Adhere to all service management principles.
To take ownership of user problems and be pro-active when dealing with user issues.
To triage all calls and log on the call logging system.
Respond to enquiries from clients and help them resolve any hardware or software problems.
Maintain a log of any software or hardware problems detected.
Support users in the use of computer equipment by providing necessary training and advice.
Carry out daily client systems checks, reporting to IT Manager where necessary.
Be responsible for in-house system back-ups.
All Staff are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements
Skills & Experience
Previous 1st/2nd line support experience for software and hardware fault resolution.
Excellent communication and customer service skills.
VMware experience beneficial but not essential.
Strong working knowledge of Microsoft based operating systems
Active Directory and Exchange Server Administration.
MS Office
Good working knowledge of LAN/WAN principals and TCP/IP protocols.
Understanding of PC hardware set-up and configuration.
Microsoft Certification desirable.
‘Hands on’ approach and a willingness to learn.
Experience of working within regulated businesses.
Full Driving Licence and access to own transport.
Continuous Improvement
Share best practice and promote innovation.
Promote continuous improvement mindset across all areas of Group IT.
Are you a Davies Person?
All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role.