**IT Service Desk Engineer**
Junior to mid level - 1-3 years of experience
£30-£40k per year
Onsite 4 days, 1 day work from home
Retail Business
Circa 1200 employees
Responsibilities:
· Handle inbound calls, emails, self-service and in person visits to the Service Desk.
· Log all incidents & service requests in the ITSM tool.
· Diagnose, categorise and prioritize all incidents, service requests and ticket escalations, perform first line resolution where possible.
· Escalate unresolved tickets and follow up to ensure timely resolution
· Manage major incidents and VIP requests throughout the entire life-cycle, keeping end customers informed of status and progress in line with SLAs.
· Review ticket queues to ensure Service Desk tickets are updated and resolved within defined SLA, aiming to avoid SLA failures.
· Create and maintain knowledge articles and other documentation/procedures.
· Coach and mentor other members of the team.
· Support Service Desk Manager with routine tasks, covering; Desk Management, Business Reporting and Communication, substitute for SDM in IT Operations meetings
About you:
• Strong IT Troubleshooting skills
• Commitment to excellence - this is really important!
• Strong system administration of critical IT systems
• Support and administration of Apple devices
• Support and administration using remote access software e.g., LogMeIn
• Extensive experience in the following:
o Microsoft based operating systems (emphasis on Windows 10/11 and Office 365)
o User & Security Group Azure & Active Directory administration.
o Outlook, Exchange & Office 365 within a network environment.
o MAC OS related operating systems and related hardware.
o Network, including WAN, LAN, Video and Audio conferencing.
o LogMeIn or similar