Operations Department

Service Desk Engineer

Preston Office

Application Close Date: 30th Sep 2019 (39 days remaining)


Service Desk Engineer

Preston | Job ID: 19006 | £18,000 to £20,000 per year

Role Details

Department: Operations
Reporting to: Service Desk Lead
Hours: 40 hours (Monday to Sunday 5 shifts) required to work on-call
Salary: £18,000 to £20,000

Main Purpose:

The Service Desk Engineer is responsible for supporting the delivery of core customer engagement through effective support of services. The Service Desk is the immediate customer contact and as a member of a team working to a planned schedule is the focal point for managing all customer incidents and requests.

Principal Duties and Responsibilities

  • Customer support responding to and managing incidents & requests through to resolution via: telephone, email, self-service portal and in-person
  • Day to day delivery attaining a high level of customer satisfaction and delivery
  • Telephony call workflow, ensuring all calls are answered effectively
  • Ensure all customer emails are reviewed, prioritised, ticket generated and assigned through to completion
  • Daily tasks scheduled, completed and monitored for effectiveness
  • Manage ticket queue
  • Communicates to customers, team and business when changes in process and customers occur

Key Competence Requirements

  • Ability to troubleshoot and problem solve
  • Demonstrate the ability to build effective relationships
  • Time and task management focused
  • Clear communication on multiple channels
  • Ability to liaise with technical experts
  • Detailed user knowledge of: MS Windows 7,8 and 10; MS Outlook, Word, Excel and PowerPoint
  • Understanding of Business Applications OTRS, Change Gear, Remote Desktop Manager and NAGIOS
  • Knowledge of Networking Technologies LAN/WAN and TCPIP, DHCP and DNS

Experience and/or Qualifications

Essential:

  • Experience in a customer service environment

Desirable:

  • Existing Help Desk experience
  • ITIL Framework

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HR Executive

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  • Under compliance with the Data Protection Act 1998, completing this form is taken as authority for the information to be used within our HR processes, systems and procedures.