Job Title:
Onsite Engineer / Service Desk Analyst
Location:
Coalville
Contract:
12 Months FTC
Shift Pattern:
Training is 0830-1700. Once trained, the shift pattern will be:
* Week 1 - 0600-1430 - Work from home
* Week 2 - 07:00-1530 - Work from home
* Weeks 3 to 6 - 0830 - 1700 Hybrid - You can Work from home 2 days a week
Job Purpose:
Respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service
Principal accountabilities:
* Respond to incidents and service requests related to IT Services in line with SLA’s.
* Log all incoming incidents and service requests according to ITIL processes and local procedures.
* Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow)
* Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
* Escalating incidents within our Operational Level Agreements to ensure that Service Level Targets are met.
* Reporting incidents to 3rd party suppliers as required and monitoring their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place
* Monitoring of systems
* User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
* General IT Administration
Contacts with Others:
Within the business:
* Line Managers and Directors
* End Users
Central services:
* CIO
* IT Management team
* IT Teams
Committees & meetings
* Service Desk Briefings
* IT Department Briefings
Knowledge, skills and experience required for the job:
* Excellent communication skills, able to communicate with the technical and non-technical employees / staff
* Proactive and self-motivated, able to stay calm and positive
* Understanding of IT systems, PC’s and Networks
* Customer Service Oriented with a good telephone manner
* Attention to detail and high accuracy of work
* Organisational skills and ability to prioritise demands of several customers at once.
* Work well under pressure
* Desktop Support (Windows 10 and onwards)
* Experience using Ghost imaging tools
* Experience of supporting mobiles tablets/smartphone iOS and Android and the
* Troubleshooting of network issues, understanding of WAN/LAN technologies
* Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, ou's etc
* Experience of setting up network printers and troubleshooting, ideally with follow me
* printing technology.
* Software installations and troubleshooting
* Team player
* Professional & Punctual
* ITIL Foundation (desirable)
* COMPTIA A plus (desirable)
* Microsoft MTA (Optional)
Job Challenges:
* Managing the workload from the calls to the call logging system
* Supporting users (different abilities) with different needs
* Prioritising incoming calls and making decisions on what to fix first and when