Service Desk Engineer
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Join a dynamic and growing IT business as a Service Desk Engineer. The role is based in Leeds and Wetherby. You will need an outgoing personality, excellent communication skills and be able to deal with external customers. You will be expected to apply proven communication, analytical, and problem-solving skills to help support our customers IT Infrastructures. The role will involve travel to customer sites.
Objectives:
- Provide first point of contact to customers primarily onsite but also remotely for infrastructure support
- Work as part of a team to deliver IT Support to customer base under the guidelines of ITIL
- Ensure customers are provided with quality support
Key Responsibilities:
- To provide day to day support for client networks and IT infrastructure, also supporting the company's internal infrastructure if required in a professional manner
- Ensure that requests for assistance are properly logged, assigned and responded to in a timely manner in accordance with agreed guidelines and procedures, using the intended systems
- Respond to escalated, complex and high impact customer calls in a timely way, ensuring that escalation procedures are adhered to
- Achieve excellent customer service relationships, both internal and external, by the confident use of good communication techniques
- Implement suitable fixes and work-around solutions to analysed problems following approved change processes, monitoring progress and keeping customers informed
- Update Service Desk tickets and knowledge base with analysis findings and results
- Visit customer sites as and when required to facilitate problem resolution
- Maintain client confidence by keeping information confidential
- Continuously and proactively identify any area of improvement to boost performance, resilience or functionality to customer infrastructures
- Assist on infrastructure projects where required to develop and improve customer (or internal) platforms
- Carry out regular housekeeping activities
- Preventative maintenance through system monitoring
- Attend training to develop relevant knowledge and skills
Skills and Expertise:
- 2 Years' experience of Desktop support (Microsoft OS & Applications)
- 1 Years' experience of Microsoft Windows Server and Active Directory
- Good working knowledge of Microsoft Office and 365
- Good working knowledge of networking technologies
- Working knowledge of virtualisation platforms (Hyper-V / VM-Ware)
- Effective analytical and problem determination skills
- Effective verbal and written communication skills
- Ability to work on own initiative, to deadlines and under pressure
- Accuracy and attention to detail
- Good timekeeping
- Car Owner with full driving license, willingness to drive to alternate locations
Desirable:
- Awareness of security (e.g. Firewall) technologies
- Experience of IBM Domino and Notes
- Experience of Microsoft SQL Server
- Basic PC based hardware engineering
- Microsoft Certifications (MCSE, MCP)
