Service Delivery

Service Desk Engineer / Technician

Preston (PR4 0HF)

Application Close Date: 22nd Jun 2022 (30 days remaining)


Service Desk Engineer / Technician

Preston | Job ID: 2118 | £19,760 – £22,000 – dependant on experience and qualifications per year

Role Details

Location: Preston, PR40HF  

Salary: £19,760 – £22,000 – dependant on experience and qualifications and On call bonus

Hours: 40 hours 

Infinium are an experienced team of IT & Wi-Fi specialists supporting connectivity within the leisure industry across the UK. The Service Desk is a core part of our business, providing exceptional customer service as an immediate customer contact point, working across multiple client platforms managing customer incidents and requests by both phone and email. Following an exciting period of growth, we are now looking to further expand our Service Desk Team and are keen to hear from applicants looking to move into this area or have direct experience seeking a new challenge.

A quote from a member of our Service Desk Team

“The team immediately made me feel welcome, it’s a friendly and supportive place to work, and since joining I have learnt so much. The role is challenging, with opportunities to learn new systems and technologies and progression routes within the company”

As Service Desk Engineer your duties will include:

  • 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
  • Undertake daily tasks as scheduled
  • Check monitoring systems for incidents and warning and action or escalate as required
  • Communicates to customers, team and business when changes in process or customers occur

To be successful in your application you should be able to demonstrate:

  • 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
  • Time and task management
  • Ability to build effective relationships and teamwork skills
  • Ability to liaise with and learn from technical experts

Required skills, Experience and Qualifications include:

  • Detailed user knowledge of: MS Windows 10 & Microsoft Office suite
  • Experience of Office 365 and other popular desktop applications
  • Sound Knowledge of Active Directory
  • Use of incident or ticket management systems
  • Use of remote support tools such as RDS, TeamViewer and Take Control
  • Ability to troubleshoot and problem solve
  • Knowledge of Networking Technologies LAN/WAN and TCP/IP, DHCP and DNS

Essential:            

  • Experience in a customer service environment

Desirable:

  • Existing Help Desk experience
  • ITIL Framework

The comprehensive package and benefits offered at Infinium includes:

  • Competitive salary of £19,760 – £22,000 – dependant on experience and qualifications and On call bonus
  • 28 days holiday inc statutory Bank Holidays
  • Additional holiday accrued with length of service
  • Extensive training and development opportunities with internal progression available.
  • Free home internet or Sim card
  • Wellbeing package including discounted gym, support towards optical and dental treatment and others.
  • Paid Company Sick leave.
  • Free parking.
  • Regular team social events including amazing Christmas parties and Family Fun days and much more!

To apply for this exciting opportunity, please email your CV to hr@infinium.co.uk or contact Sam on 07983 136 786 for further information.

 

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