Senior Service Desk Engineer
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The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers across a variety of products, services, and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager to ensure tickets are handled efficiently, SLAs are met, and a positive customer experience is maintained.
Responsibilities:
1. Answer phone calls from end-users and resolve issues on first contact when possible.
2. Work on tickets assigned to you, logged via telephone, portal, booking systems, email, or chat.
3. Accurately record your work and time, using tooling to improve accuracy and timeliness.
4. Communicate professionally with customers through appropriate channels, ensuring clarity and professionalism in written and verbal communication.
5. Adhere to performance targets, including KPIs and SLAs.
6. Build strong working relationships within the Service Desk team, with other Managed Services departments, and across the organization.
7. Collaborate with Team Managers, Team Leaders, and Account Managers to achieve positive outcomes for customers.
Key Skills:
1. Demonstrate relevant technical capabilities, verified via a Zenzero technical assessment or recognized vendor certifications.
2. Hold a Pluralsight Foundation role certification at or above the average level.
3. Possess a Foundation level Microsoft certification or equivalent.
4. Experience with Cisco Meraki, Azure Synapse, and SQL.
5. Show strong interpersonal and communication skills.
6. Fluent in English, both written and spoken.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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