Posted on Jan 21, 2019 by Anonymous
£20k - £22k
Hours 37hrs per week Monday to Friday
An exciting opportunity has arisen for an experienced Service Desk Engineer (1st / 2nd Line) to join a busy IT team in York.
As Service Desk Engineer (1st / 2nd Line) you will act as the first point of contact for IT related issues and faults.
The primary objective of the role is to provide first time resolution, although the role will require ability to provide desktop and server based engineer support.
This will be achieved by troubleshooting, diagnosing and resolving problems either at the first point of contact (1st Line) or through desktop and server support (2nd Line). If a resolution requires detailed technical knowledge then the fault will be escalated to one of our 3rd Line specialist teams to investigate and resolve.
Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and IT but providing timely updates and ensuring the fault is given the correct level of priority and attention.
This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products.
Our ideal Candidate will have 1 - 2 years experience which they will have gained working in a similar role.
·Dealing with incoming faults in a professional, courteous manner over the phone and via email
·Taking ownership of faults and managing them in a logical and methodical manner
·Correctly logging incidents and faults, categorising and prioritising them in line with team procedures
·Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution
·Providing desktop and server based support where a first point of contact resolution is not possible
·Ensuring all faults are progressed and cleared within SLA - escalating to other internal and external teams as appropriate
·Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
·Ability to perform administrative support duties, as required, to meet the specific operational objectives, including:
oNew starter account and desk setup
oManaging backup procedures
oChecking reports and event logs
oIT equipment moves and assignments
·Diagnosing and resolving problems to the customers satisfaction, either remotely or in person
·Maintain and develop own knowledge and skills to assist with first time fault resolution
·Identify and escalate repeat issues or service risks into service management problem and change teams
·Sharing knowledge with team colleagues
Technical skills include:
·Windows 7 / 8 / 10, Server 2008R2 / 2012
·Microsoft Office 2010 / 2013
·Exchange 2010 / 2013
Personal skills include:
·Must be able to demonstrate a customer first approach to support
·The ability to liaise and communicate confidently and professionally with customer representatives at all levels
·Natural aptitude for trouble shooting and problem solving
·Have solid experience in a helpdesk or technical support environment
·Highly organised and able to work on own initiative to complete the range of tasks required
·Willingness to travel to other offices at least twice a month
·Hold a full, valid UK drivers license, this is essential
·Flexible and willing to work outside core business hours as required
Please email your CV or call Debbie at Quattro Recruitment in York for more information
Due to the high volume of applications for each of our roles, if you do not receive a response within 14 days then please consider your application as unsuccessful, however we may keep your details on file and contact you with regard to any other suitable roles.
This vacancy is advertised on behalf of Quattro Group of Companies (Quattro Recruitment Ltd or Quattro Healthcare Ltd) who operate as an Employment Business. Quattro Group of companies is an Equal Opportunities Employer