Service Desk Engineer
Service Desk Engineer
Posted on :
17-06-2025
Employer Active
1 Vacancy
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Job Description
- Acting as the first point of contact between the IT department and service users to ensure that assistance is provided within an appropriate amount of time.
- Assessing prioritising researching and resolving incidents & requests in line with the agreed service desk objectives.
- Building laptops and setting up workstations in the office.
- Working alongside your colleagues to ensure all raised tickets are dealt with in a timely fashion.
- Familiarity with IT ticketing application e.g. FreshService.
- Maintaining ownership of requests that come in and ensuring you are in communication with users & colleagues.
- Suggesting implementing and imbedding new processes system improvements and culture changes to provide solutions to meet the Companys goals.
- Acting in support of major incidents where required.
- Consistently demonstrates that the customer is at the heart of everything we do by ensuring that customer impact is considered in the course of all BAU activity.
- Takes ownership of errors and actions ensuring a successful and timely resolution.
- Displays awareness of Risk and Control and engages proactively with colleagues and management to identify and mitigate risk.
- Displays awareness of the regulatory environment in which the firm operates and proactively escalates and addresses any breaches of these requirements.
Qualifications :
- Experience in a service desk role preferably in a contact centre environment. The preferred experience level is 3- 5 years.
- Ability to assist with a range of issues across various forms of communication from telephone to video conferencing.
- Experience of building laptops and setting up workstations.
- Experience of supporting 3rd line infrastructure engineers with hands on work in an office environment.
- Broad understanding of networking including firewalls routers and switches.
- Knowledge of ITIL processes and procedures.
- Experience of hardware and software installation and configuration.
- Attention to detail and accuracy with strong organisational skills.
- Excellent verbal and written communication skills.
Additional Information :
D&I statement
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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