Job Title: Enterprise Service Desk Engineer – 1st Line
Reporting to: Service Desk Manager
Purpose:
As an Enterprise Service Desk Engineer – 1st Line, you will be the first point of contact for technical support within a dynamic service desk environment, supporting a diverse portfolio of Enterprise clients. You will be responsible for logging, triaging, and resolving a wide range of incidents and service requests, ensuring a high standard of customer service and timely resolution. You will also contribute to knowledge sharing and continuous improvement within the team.
Duties and Responsibilities:
* Provide 1st line technical support across a wide range of technologies and client environments.
* Accurately log and categorise incidents and service requests using the ITSM tool.
* Perform initial triage and troubleshooting, aiming for first-time resolution where possible.
* Escalate complex issues to 2nd line engineers in line with escalation procedures.
* Maintain clear and professional communication with clients throughout the lifecycle of tickets.
* Follow documented procedures and contribute to the creation and maintenance of knowledge base articles.
* Collaborate with other team members to ensure consistent and high-quality service delivery.
* Identify recurring issues and flag them for problem management or process improvement.
Qualifications, Knowledge and Experience:
* Experience in a 1st line support role within a service desk or IT support environment.
* Basic troubleshooting skills across desktop, Microsoft 365, and common business applications.
* Excellent communication and interpersonal skills with a strong customer service focus.
* Familiarity with ITSM tools and ticketing systems.
* Ability to manage and prioritise tasks in a fast-paced environment.
* A proactive attitude and willingness to learn and develop technical skills
* Knowledge of InTune & Conditional Access Technologies and Mimecast email security
Note: This description is not intended to establish a total definition of the job but an outline of the duties
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