Job Description
Who We Are
CDS, a Hewlett Packard Enterprise company (CDS) is a wholly owned subsidiary of Hewlett Packard Enterprise (HPE), providing field service capabilities to Hewlett Packard Enterprise customers as well delivering the difference in business oriented services, such as development, support and maintenance of applications, virtualisation, automation, cloud and infrastructure administration. CDS is present in 11 European countries with more than 1,800 employees, and embraces all of Hewlett Packard Enterprise’s values and commitments to employees and customers alike.
Role Overview
To provide break fix, installations, and maintenance services across a range of multi-vendor (IBM, Dell, etc.) and HPE technologies and services at multiple locations, including, but not limited to: Servers, Storage, Networks, and Printers.
Detailed Job Description
The tasks will include (but not limited to):
Handling a large variety of service requests, from routine repair and maintenance of hardware/peripherals, to configuring components and supporting technical issues for large, complex multi-platform systems.
To be aware of, and adhere to, customer contractual obligations and service level agreements.
Build and maintain ongoing relationships with our customers and deal with them in a polite and professional way.
To learn the fundamentals of recognized business practice in the context of a working customer support environment.
To work closely with assigned mentors to learn all aspects of support operation including customer call handling and technical ability.
To maintain and contribute towards technical documentation to support technical solutions and initiatives.
To inform line management of all instances of customer dissatisfaction immediately they are known and escalate as necessary.
Support and adhere to all company performance and service delivery metrics.
Maintains a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
Handles customer-relations problems promptly and appropriately, escalates issues according to established procedures.
Continuously utilizes on site customer visits and contacts to identify and report new business opportunities (hardware and services) for the benefit of overall business growth.
Skill & Qualifications Required
Required Qualifications:
Full Driving Licence required: the role will have a mobile element. A company vehicle (or cash allowance) will be provided after a qualifying period.
GCSE’s including GCSE Maths, English and IT A-C grades. Any IT qualifications are also desirable.
Required skills and attributes:
Passion to build a career in the IT industry.
Demonstrate willingness to learn & commitment.
Customer services experience (preferred).
Must be quick thinking & articulate as will be dealing & looking after multiple clients.
Confident to speak on telephone and face to face with customers.
Have high mental agility.
Notes:
To meet our customer requirements, working out of hours is commonplace and the successful candidates would be expected to take part in such activity once sufficient skill levels are achieved, with the end aim of joining a local on call rota.
Candidates must have a long-term aspiration of a career in the IT industry and be prepared to work hard to complete the challenging, formal IT Level qualification.
Apprenticeship Framework: IT Professionals
Vacancy Type: Level 3 Apprenticeship (+Level 4 optional)
Expected Duration: Average duration of the apprenticeship training is 18 months
Working Week: 37.5 hours per week
Opportunity to move into the Technical Field Engineer role for those with aspirations and upon meeting the high standards required
Prospects: Long term career progression within the HPE CDS business
* Prospects: Long term career progression within the HPE parent company with opportunities in Aruba Networking, Account Management and Professional service areas of the business*
* Both HPE CDS and the parent company HPE prefer to promote from within
Other relevant information:
Company Car or Allowance
2-year Programme
Different locations
Our Company is focused on growth and your position could be a key enabler in delivering on our strategic goals. Join our team to make a difference!
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