1st line engineer

Key Accountabilities

• Provide 1st line IT technical support, taking ownership of the customer Incident or Service Request and see it through to resolution
• Monitor support ticket queues ensuring incidents are actioned in line with SLA's
• Maintain support tickets correctly and keep the client updated with progress every day
• Ensure any Incidents or Service Requests that cannot be resolved by the Service Desk are escalated appropriately
• Create a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer service
• Handle all queries and updates professionally and efficiently, maintaining a high degree of customer service
• Assist with Infrastructure tasks as and when required
• Maintain user security on all systems
• Completion of Service Requests
• Administration of Active Directory, End User Devices, Office 365 and Business Applications

Skills & Experience

• Proactive individual able to work in a fast-paced and constantly changing environment
• Excellent and demonstrable interpersonal and communication skills, both verbally and written
• Customer focussed attitude with a positive approach
• Excellent telephone manner, listening and empathy skills
• Problem-solving and diagnostic skills
• Team player; works with and supports the rest of the team
• Good knowledge of service management toolsets and best practice eg ServiceNow and ITIL
• Proven experience & understanding of IT infrastructure, desktop and business applications
• Span of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office 365
• Ability to follow processes, policies, procedures and guidelines to ensure a consistent quality of service
• Proven track record working in a Service Desk role

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.

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