We at Qualient solutions Looking for L1 Service Desk Engineer with SC Eligible or Active SC clearance
Job Description
Key Responsibilities
* Update support call documentation within the Service Desk management system, ensuring accurate incident details and history.
* Work within agreed Service Desk procedures at all times.
* Resolve user requests in accordance with service level agreements.
* Own issues until they are mitigated, resolved, or transferred to a new owner.
* Stay informed about new products and services used in customer deployments.
* Produce relevant training documentation.
* Demonstrate knowledge of specific technologies and develop technical expertise across supported services.
* Resolve user requests, providing clear and concise updates.
* Maintain confidentiality per data protection policies and procedures.
* Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes.
* Focus on customer satisfaction by demonstrating empathy and going the extra mile.
* Undertake other duties as required by the manager.
Experience/Education
* SC eligible
* ITIL V4 Certification desirable; ITIL V4 training preferred.
* Proven experience in an IT/Application Support helpdesk, providing direct user support.
* Advocate of ITIL best practice processes.
* Experience in a customer-facing environment.
* Experience in fault finding and improving first-time fix ratios.
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