Service Desk Engineer

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Job description

Join a dynamic and growing IT business as a Service Desk Engineer. 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 customers' IT Infrastructures.

The role is primarily based in the Leeds area. However, the right applicant will be required to travel to clients' sites.

Objectives

- Provide the 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 their internal infrastructure if required

- Ensure that requests for assistance are correctly logged, assigned and responded to promptly following agreed guidelines and procedures

- 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 workaround solutions to analysed problems following approved change processes, monitoring progress and updating customers

- Update Service Desk tickets and knowledge base with analysis findings and results

- Conscientiously maintain client records and manage assets following customer guidelines

- Visit customer sites as and when required to facilitate service requests or problem resolution

- Maintain client confidence

- Continuously and proactively identify any area of improvement to boost performance, resilience or functionality to customer infrastructures

- Assist on infrastructure projects when 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

- 1 Years' experience in Desktop support (Microsoft OS & Applications)

- 1 Years' experience in Microsoft Windows Server and Active Directory