Roles and Responsibilities of a Service Desk Engineer
To provide a single point of contact for all clients in relation to IT issues and incidents. To provide exceptional standards of support to all clients and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.
Eligibility – Required Skills & Attributes
* A love of (and ability to) solve problems & challenges
* Great communications skills, founded in being a good listener
* Good understanding of support tools, techniques and how technology is used to provide services
* Good understanding of operating systems, business applications, printing systems and network systems
* Good diagnosis skills of technical issues related to end-user hardware & software and network devices
* Experience and knowledge of working with the Microsoft 365 Platform
* Must be able to type quickly and accurately while talking on the phone
* Knowledge of IT applications, software & hardware
* The ability to speak both geek and human
* The ability to keep up with & adapt to the fast-paced IT world
* Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
* Keep up to date with new processes, procedures and developments
Desired Skills & Attributes
* Experience using a ticketing system / RMM Tool and PSA software
* Experience providing support via remote tools
* Experience handling technical service tickets
* Professional IT certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
* Client experience certifications such as Helpdesk Habits etc.
* Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Overview
* Provide an exceptional client experience
* Fix 70% of incidents at first contact (where possible)
* Ensure adherence to performance targets
* Ensure that incidents are dealt with according to client and priority needs
* Ensure all incidents are accurately logged
* Take ownership of logged incidents, tracking the progress of all calls and follow-up with the client to ensure that they are satisfied with the resolution
* Follow processes to ensure that a high quality of service is provided to internal and external clients
* Desire to build relationships within the service desk team, the IT group and the wider organisation
* To understand the business and its objectives
* The number one goal of everyone in our team is to make our clients exceptionally happy.
Responsibilities and Tasks
Customer Service
* Work on and resolve escalated service desk tickets
* Delight our clients with a friendly, quick and helpful experience
* Provide the client with remote troubleshooting
* Remote hardware maintenance and support
* Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area.
Use of our Ticketing System
* Use our ticketing system to work on and resolve service desk tickets & service requests
* Managing and recording all work through our ticketing system
* Make sure that client documentation is well maintained
* Split tickets that have several issues into their own individual ticket
* Make sure that tickets aren’t “stale” throughout the process
* Ad-hoc responsibility to cover alerts as and when required
* Plan and prioritise work to ensure that deadlines and targets are met
* Provide basic in-house training to clients
* Contribute to the knowledge base
* Demonstrate documentation skills, providing reports, policies, procedures and client information as required.
Communication, Reporting & Risk
* Escalate tickets that require service desk management support
* Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
* Submit timesheets & expense reports as indicated on their SOPs
* Identify, communicate and mitigate potential risks to the service desk management and clients
* Maintain our existing documentation, ensuring it is up to date and accurate
* Co-ordinate with teams to ensure that service outages are correctly communicated to the business or
* Identify recurring technical faults and recommendations to escalations manager
* Act as a single point of contact and follow escalation processes
* Contribute to Problem Management team as and when required
* Take part in testing of new releases or contribute to virtual teams in project work
Teamwork
* Mentor the “junior” Service team members
* Follow the schedules provided by the Service Desk Management or Service Coordinator / Dispatcher
* Follow standard operating procedures (SOPs) for daily / weekly recurring tasks
* Follow all our security procedures and keep a vigilant eye for security issues
* Identify opportunities for improvement and make constructive suggestions for change
* Contribute to the process of innovative change effectively
* Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
* Work with and establish relationships with third party service providers to ensure full end-to-end service provision.
* When required represent the Service Desk at team and department meetings
Act with Integrity, Trust & Communicate wells
* Uphold ITC’s values of integrity, trust and communication in all interactions.
* Communicate effectively to provide excellent service.
Apply Now
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Do you have any experience working for an MSP?
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Location
Monkton Business Park, Hebburn, NE31 2EX
Department
Service Desk
Employment
Full Time
Competitive and negotiable based on experience
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