Service Desk Engineer

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.

Overview

This position will provide technical support to our client’s customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional customer experience at all times is a must, along with an understanding of the commercial goals of the business as a whole.

Responsibilities

• Provide support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers.
  
  
• Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
  
  
• Resolve incidents to stringent customer defined SLAs, escalating tickets where required to ensure SLAs are consistently met.
  
  
• Drive service improvement within the service desk to improve first time fix resolution times.
  
  
• Communicate clearly, effectively and in a timely manner with all customers.
  
  
• Create and maintain accurate documentation within the centralised management database.
  
  
• Provide any on-site support to resolve customer service outages as required to meet SLAs.
  
  
• Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience.
  
  
• Azure knowledge, in that you have supported Azure and other Microsoft technology.
  
  Skills
  
  
• 2nd line experience or minimum 3 years of experience in a 1st Line role within a service desk environment.
  
  
• Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
  
  
• Microsoft 365 and related technologies to include Azure.
  
  
• Exchange Online.
  
  
• Conditional Access/MFA.
  
  
• Firewalls (NAT/PAT/ACLs).
  
  
• PC hardware/software trouble-shooting skills.
  
  
• Excellent communication and interpersonal skills; professional telephone demeanour.
  
  
• Strong customer service skills and attention to detail.
  
  
• Patience, ability to work under pressure and good organisational skills.
  
  
• The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.
  
  
• Committed to achieve our client's vision.
  
  Benefits: Without being that company, our client's ‘family’ really is like a family. The Senior Leadership Team provide all employees with the tools and support they need to accelerate both personal and professional development. As well as delivering Quarterly Company Social Events and flexible and hybrid working.
  
  Hours: 3 shift patterns: 7am - 3.30pm, 8am - 4.30pm, 9.30am - 6.00pm and our client likes to take preferences into consideration
  
  Salary: £28,000
  
  Holidays: 25 plus 8 stats