Service Desk Engineer (L2)
Permanent
On Site Sheffield
37.5 hours per week Monday - Friday
1100-19.30 and covering weekends on rota 0900-17.30
If covering the weekend would work 3 days in the week and Saturday and Sunday.
Service Desk Engineer (L2) is escalation point for the IT service Desk Analyst’s, providing technical support, focusing on continuous operation of a customer estate. Prior experience in a Service Desk Environment in a technical support role: 1 years (Required). Experience diagnosing and resolving hardware and software issues. Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange. Logging, updating, resolving Incidents and Requests to agreed processes and procedures. Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLAs.Diagnose and resolve IT issues, collaborating and elevating to Team Leads or resolver teams. Escalation point for the IT Service Desk Analyst’s, providing technical support. Handling customer escalations
Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. Service Desk Engineer (L2) is escalation point for the IT service Desk Analyst’s, providing technical support, focusing on continuous operation of a customer estate.
You will be supported with personal development opportunities including training and exposure to new technologies.
Assist IT Service Desk Analyst’s with customer issues as their initial escalation path
Ensuring end user Incidents and requests are handled per pre-defined SLAs for response time, updates and closure
Delivering a great customer experience
What will you be doing:
* Logging, updating, resolving Incidents and Requests to agreed processes and procedures
* Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA’s
* Diagnose and resolve IT issues, collaborating and elevating to Team Leads or resolver teams
* Escalation point for the IT Service Desk Analyst’s, providing technical support
* Handling customer escalations
* Creating knowledge articles
* Ability to use initiative or work as part of a team to resolve IT issues
What experience will you have:
* Prior experience in a Service Desk Environment in a technical support role: 1 years (Required)
* Experience diagnosing and resolving hardware and software issues
* Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange
* Excellent communication skills (Communication to customers verbal and written is mandatory)
* Good problem-solving skills
* Organise workload effectively.
* Decision-making skills
* A Professional working attitude
Our Company, Auxilion – About Us
Work matters. It’s where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.
Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.