We at Qualient Solutions looking for L1 Service desk Engineer with Active SC.

Job Summary: We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our customers. As part of the Technical Service Desk, you will act as the first point of contact for all technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of Cases from members of the public, Reliant Parties (onboarded services from other Government departments, and Suppliers ensuring a high-quality service that aligns with our business goals.

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.
• Achieve KPIs to ensure service quality and support service management.
• 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.

Role Requirements:

Experience/Education:

• Hold valid Security Clearance (SC)
• 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.

Key Generic Competencies:

• Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations.
• Strong organizational, time management, and work prioritization skills.
• Ability to work independently and take initiative.
• Creative problem-solving skills.
• Ability to accurately record detailed information and engage with customers for additional information as needed.
• Commitment to maintaining high-quality standards.
• Customer-focused with a flexible approach to business requirements.
• Ability to work collaboratively as part of a team.
• Fluent in written and spoken English.