Senior IT Engineer
Posted on Nov 22, 2022 by Hays Talent Solutions
IT Deskside Support; 1st & 2nd Line Support
£17.72 per hour - Umbrella Rate
9 - 5:30 To start 03/01/2023 until 31/08/2023
Your new company
Our client supports companies on their journey to digital transformation. They deliver digital technology to some of the world's greatest organisations. They deliver full life cycle maintenance services and on-site technical expertise covering a wide array of technology from workplace to network infrastructure and everything in between. They put productivity, operational efficiency, customer excellence and quality at the heart of everything they do. Their technology enabled mobilised teams provide high quality, scalable expertise and support across a wide range of customers the UK. They are a company where people matter. They are diverse, flexible and open.
Your new role
This role is key to ensure an excellent customer contact experience through IT. It is essential that you deliver a great customer experience through engagement with the customer and a sound technical knowledge which offers prompt issue resolution. You will undertake the day-to-day front-of-house activities for Onsite Services. In addition, the management of any IT equipment for Joiners, Movers and Leavers, and other key processes that contribute to the overall customer experience of our IT services.
Demonstrate excellent customer service skills and a desire to support end users face to face. Take ownership of IT issues and work to resolve or assign to the correct support group. Perform 1st & 2nd deskside support to the customer's client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team. Support IT Tech bars and drop-in clinics as well as assisting with floor walks when required. Perform IMAC activities at the deskside Update asset management tool in line with documented procedures. Manage all assets within their control. Document and report on work completed within the Service Management tool ServiceNow. Creating and updating tickets for all assistance provided. Escalate issues in line with Company processes to ensure customer demands are met. Act in accordance with Company and Customer Information Security Policies and report any potential or actual Security events or other Security risks to the organisation. Ensure Department/Contract meets SLA performance targets. Maintain and improve customer satisfaction levels. Understand and adhere to Company and Customer policies and procedures. Exhibit routine administrative skills and good literacy and numeracy skills. Act as a team player demonstrating good interpersonal skills. Essential that you deliver a great customer experience through engagement with the customer and a sound technical knowledge which offers prompt issue resolution. You will undertake the day-to-day front-of-house activities for Onsite Services. In addition, the management of any IT equipment for Joiners, Movers and Leavers, and other key processes that contribute to the overall customer experience of our IT services.
What you'll get in return
Well-established onsite working environments. Diverse and Inclusive team. High ethos and purpose-driven organisation. Opportunity to contract for a reputable and growing organisation
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.