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About Us
Role Summary
Our IT teams support more than 5,000 end users within the business who rely on our technology and processes to enable them to be effective. We are the first point of contact to support, guide, and solve their IT incidents and requests, and you will be supporting our evolution to deliver a best-in-class service, exceeding our end user expectations globally.
Scope
- Provide technical support to clients experiencing hardware, software, and networking issues, utilizing incident management fundamentals, and ensuring end user computer devices are ready for use, whilst striving to master IT fundamentals.
- Including:
- Interact with customers through video calls, chat, email or in person to triage and resolve tickets using existing knowledge.
- Follow established Standard Operating Procedures (SOPs) for IT processes.
- Support onboarding of new employees
- Actively manage day-to-day tickets and workloads, including clear ticket notes
- Learn how an ITSM platform is used within the IT service organization.
Customer Focused
- Customer Satisfaction Score - CSAT
- Customers are satisfied with the responsiveness, professionalism, and outcome of the IT service interaction.
- First Time Response – FTR
- Tickets are resolved without handing to the next level of escalation.
- Resolution Time
- Provide excellent customer service commitments, measured through OLAs, SLAs
- Internal Quality Rating (IQR)
- Provides excellent customer updates
Integrity
- Regulatory controls, information security guidelines, and company policies are effectively managed, and monitoring reveals no deficiencies.
- Deliver on our commitments or be open if they are not achievable.
- Be genuine, consistent, and honest in all our communications.
- Make time to discuss your colleagues’ interests, concerns and help where needed.
Ensures Accountability
- Customers perceive their requirements to be accurately articulated and are satisfied with the quality of support provided.
- Tickets are handed over between teams with clear and concise details on the ticket explaining what has been done, customer status and what is now required.
- ITSM tickets meet our Internal Quality Rating (IQR) requirements.
- Tickets are closed quickly but are resolved with quality.
Demonstrates Self-Awareness
- Understand the IT Goals and Principles
- Escalates issues appropriately to achieve optimal business solution/results (e.g. tickets, project actions, etc.)
Self-Development
- Be motivated and take initiative to self-develop.
- Owns Individual Learning Plan (creation, actions on plan, filling knowledge gaps) and seeks to have continuous career growth.
Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos
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