Service Desk Engineer
Location: Reading (Onsite)
Shift pattern: Monday to Friday (8 hour shifts between between 7am and 7pm)
KEY ACCOUNTABILITIES / ROLE PURPOSE
This position is the first point of contact for users experiencing technical issues, providing timely and effective resolutions. The role encompasses a broad range of responsibilities, including troubleshooting hardware and software problems, maintaining user accounts, and assisting with IT-related escalations. The 1st Line IT Support Engineer collaborates closely with the IT team to deliver exceptional support and contribute to the overall objectives, KPIs and SLAs.
MAIN DUTIES AND RESPONSIBILITES
* Provide first-level technical support to end-users via various channels including phone, email, and via live chat
* Troubleshoot and resolve hardware, software issues related to desktops, laptops, printers, mobile phones, and peripherals
* Assist users in setting up and configuring software applications, email accounts, and network connections
* Document and prioritize user-reported incidents within the ITSM tool
* Document and prioritize user requests within the ITSM tool
* Ensure incidents are resolved within agreed service level agreements (SLAs) and escalate when necessary
* Ensure requests are completed within agreed service level agreements (SLAs) and escalate when necessary
* Identify knowledge gaps and flag them
* Updating of knowledge articles
* Creation of articles
* Meet the required monthly threshold for call and ticket quality
* Improve on problem areas once highlighted by the Quality Manager
* Adhere to all service desk policies
* Adhere to all Ultima policies
* Keep up to date on all policies
* Keep to scheduled working hours
ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE
(Please select all competencies required for the role to be effective)
* MS-900 certified
* At least 1 year experience working within an MSP on an ITIL service desk
* Great customer service skills
* Ability to communicate effectively both verbally and in written format.
* An understanding of how to operate a Windows computer.
* Ability to use MS Office applications
* Ability to multitask.
* Customer First Behaviour
* Required to apply for DBS clearance
DESIRED KNOWLEDGE, SKILLS & EXPERIENCE
(Please select all competencies required for the role to be effective)
* A basic understanding of Active Directory and Exchange admin.
* AZ-900 certified
* SC-900 certified
* Proficient in MS Office Suite, 2013, 2016, 0365.
* Ability to organise and plan to ensure all deadlines are met.
* Possess excellent problem-solving skills.
* Have good computer hardware and software knowledge.
* Previous experience in a service desk/support role supporting multiple location/customers.
* Ability to work under pressure and to tight deadlines.
* Proven ability to build effective relationships with colleagues and customers, and within a team.
* Be able to contribute to individual, team and company targets and objectives.
* Be commercially minded with ability to work independently.
* Be conscientious with an attention to detail.
* Preferred experience using a Ticket Management Software, creating/updating & logging tickets.
* ITIL Foundation Certified.
KEY COMPETENCIES REQUIRE FOR ROLE
(Please select all competencies required for the role to be effective)
* Adaptable – able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan
* Collaborative – you don’t operate in silos; you break them down and make connections. Empire-building is not your thing.
* A Listener – you listen to your customers and to the Ultima people working with those customers – you’re always on the lookout for opportunities to enhance the experience of our customers or for ways to help them.
* Creative – you’ll be flexible in your thinking – sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario.
* Empathetic – you can see the Customer’s perspective and Ultima’s perspective and find the middle ground.
* Challenging – sometimes the customer is right, and sometimes they are not – and you can spot the difference.
* Passionate – about delivering quality and success for your Customers. Skills, able to build relationships and work effectively with others at all levels across the business
Our Commitment to You
We’re proud to be an equal opportunity, Disability Confident employer. At Ultima, we celebrate our differences and strive to build an environment where everyone feels respected, valued, and able to succeed.
Not sure you meet every single requirement?
People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.
Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you.