IT Support & Services

Service Desk Engineer

Preston

Application Close Date: 31st Jan 2020 (2 days remaining)


Service Desk Engineer

Preston | Job ID: 19010 | £18,000.00 to £20,000.00 per year

Role Details

JOB DESCRIPTION & PERSON SPECIFICATION

Job Title: Service Desk Engineer

Department/Location: £18,000.00 to £20,000.00

Responsible to: Service Desk Lead

Hours of work: 40 hours

Salary: £18,000.00 to £20,000.00

 

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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Role Contact

Speak to Natalie Day

HR Executive

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