What will I be doing?

As a Technology Hub you will be responsible for being the first line in Technology Support for the business, delivering a world-class experience for our internal staff based across the globe as well as external customers. This role will be working along side a team of current Technology Hub Engineers covering key hours (8am – 7pm) for the business. You will be the face of IT which will require you to have excellent customer service skills. Supporting our employees and customers is a primary focus as we must ensure that every employee is able to perform their roles in the most efficient way possible.

 

• Provide strong customer service for both internal and external Customers
• Work with internal Service management tools to triage and manage Tech ticket Workflow.
• Provide Technical support to customers for first time resolution where possible under SLAs.
• Work alongside the wider Tech teams to understand escalation routes
• Updating and contributing to global knowledges bases with fixes/finds
• Raising awareness of repeat issues
• Obtain an understand of Tech systems and what role of support is provided by the Technology Hub team.
• Work with Application owners to report issues.
• Proactive management of open incidents, working with technical support teams to gain the fastest resolution based on incident SLA
• Work alongside senior management to implement new Technologies and Tools to help improve service offerings.
• 1st line level of knowledge for Microsoft/Mac OS/Printers/Basic networking and Microsoft 365/Active Directory.

 

What skills and experience would I need?

• Warm, friendly and approachable demeanor
• Striving for top rate customer satisfaction
• Excellent analytical and problem-solving skills
• Excellent verbal and written communication skills
• Organised and calm under pressure
• Be a self-starter - Be the one pushing the boundaries
• Proactive – Spot problems/challenges before they arise

Benefits:

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don’t want to work on your birthday? We don’t either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.