Service Desk Engineer

Preston | Job ID: 2108 | Up to £21,000 plus overtime & on-call per year

Role Details

We have an exciting opportunity for a Service Desk Engineer to join our team.

Location: Preston (PR4 0HF)

Salary: Up to £21,000 plus overtime & on-call

Hours: 40 hours (Monday to Sunday, 5 days a week on a rota basis)

Service Desk Engineer – The Role:

Our Service Desk is a core part of the business providing excellent customer service and engagement to our national customer base. The Service Desk role is the immediate customer contact point, a member of the team working across multiple client platforms and managing customer incidents and requests by phone and email.

This role is based at our Head Office.

Service Desk Engineer – Key Responsibilities:

• Provide excellent customer support responding to and managing incidents & requests through to resolution via telephone, email & self-service portal.
• Create, action, and manage tickets through to resolution or escalation in line with SLAs and thresholds.
• Telephony call workflow, ensuring calls are answered and routed efficiently.
• Check monitoring systems for incidents and action or escalate as required.
• Communicate to customers, team, and the business when changes in process occur.

Service Desk Engineer – You:

• Good remote problem solving and fault-finding skills.
• Ability to adapt communication to best support customer need.
• Ability to communicate clearly and effectively on multiple channels.
• Works well as part of a team.
• Time and task management.
• Ability to build effective relationships.
• Ability to liaise with technical experts.

Service Desk Engineer– Skills and Experience:

Essential:            

• Experience in a customer service environment.

Desirable:

• Existing Help Desk experience.
• ITIL Framework.

The comprehensive package of benefits we offer includes:

• Competitive salary based on skills and experience.
• 20 days holiday plus bank holidays.
• Free home internet or free SIM card.
• Spacious canteen area including healthy free snacks, drinks, and coffee machine.
• Regular team social events including amazing Christmas parties and Family Fun days.
• Health Cash Plan which includes discounts on national gyms & retailers.

To submit your CV for this exciting Service Desk Engineer opportunity, please email HR@infinium.co.uk.