1st Line Service Desk Engineer

This job has now expired please search on the home page to find live IT Jobs.

Our Client is urgently looking for a 1st Line Service Desk Engineer

Location: Home-based/Barlborough

The skills & experience you'll need:

*Good interpersonal skills, polite telephone manner, effective communicator at all levels

*Understanding of the workings of a Service Desk and ITIL aligned processes

*Effective listening skills and excellent attention to detail

*Active Directory account administration.

*Exchange account administration.

*Windows Server folder administration.

*General Microsoft Windows application support and installation. SCCM deployment.

*Understanding of Microsoft Office applications and Operating Systems in respect of dealing with 1st line user queries, requests and faults.

*Experience of remote diagnosis and fixes via RDP, Bomgar or other remote control system.

*Ability to work to deadlines and work as part of a team

*Able to prioritise own workload and often be self-reliant

*Able to use own initiative and self-motivated

*Good organisational skills

*Work well under pressure, good time manager, good team worker, ability to multi-task.

*Remain professional, tenacious and persevering in all situations

*Knowledge and appreciation for customer environment and challenges would be advantageous

What you'll be doing:

You will be handling incoming telephone and email faults and service requests, ensuring that all incidents and requests are logged and vetted, diagnosed and/or processed so that they are dealt with in accordance with contractual SLAs.

You'll be expected to complete the below:

*Ensure that reported faults and Service Requests are responded to in line with SLAs.

*Effective management of 3rd party suppliers/resolvers to ensure optimal performance in line with associated SLAs.

*Provide an effective, professional response and solution(s) to reported Incidents/Requests

*Maintain relationships with contractual service providers and internal IT resolver groups.

*Restore normal service to the user as quickly as possible.

*Offer general guidance and advice to users.

*Achieve maximum personal KPI's and Call Quality objectives.

*Assist the team in achieving set targets such as first contact fix and mean time to resolve

*Take ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role.

*Be an advocate of world class customer service.

*Contribute to knowledge documentation activity

*Ensuring all chargeable incidents and requests are highlighted and confirmation that charges have been made prior to closure of a ticket is obtained from the Contract Team

*Accurately implement and work in line with Company Policies and Procedures

*Maintain professional standards of quality of work, personal presentation and personal conduct

*Utilising communications equipment and remain as accessible as possible throughout the working day

*Carry out additional responsibilities as requested by the Operational Co-ordinator/Service Desk Manager/Operations Manager

*Ensure that all Company matters are kept confidential at all times

*Take good care of all Company supplied tools and equipment

*Proactive 3rd party management and quick response to associated escalations

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.