Helpdesk Engineer

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Helpdesk Engineer is primarily responsible for acting as the first point of contact for ACS International Schools staff and students to report issues and faults relating to End User Support Services. The primary objective - provide first time resolution.This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to the Solution Engineer Team or DevOps teams to investigate.Client DetailsACS International School - Cobham - Public Sector & Government - Technology & Telecoms - IT - Education - Secondary School Description PRINCIPAL ACCOUNTABILITY· Dealing with incoming faults in a professional, courteous manner over the phone and via email· Taking ownership of faults and managing them in a logical and methodical manner· Correctly logging incidents and faults, categorising and prioritising them in line with team procedures· Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution· Ensuring all faults are progressed & cleared to resolution- escalating to other internal and external teams as appropriate· Managing faults through their entire life cycle from the first point of contact through to resolution, proactively keeping ACS Staff and Students informed of progress· Diagnosing and resolving problems to the customers satisfaction· Maintain and develop own knowledge and skills to assist with first time fault resolution· Identify and escalate repeat issues or service risks to the HelpDesk Engineer Team Lead· Sharing knowledge with team colleagues Compliance· Responsible for personal and team compliance with ACS Schools Health & Safety, Security Policies, ensuring working practices minimise risk to self, work colleagues, students, staff and the environment.· Comply with all legal and statutory obligations applicable to role.· Ensure that the activities required by the safety, security and environment/sustainable development management systems are delivered throughout the areas of responsibility of this role.· Ensure that any systems and procedures introduced by the School, including those delivered under are effectively implemented and adhered to. Framework & Boundaries· ACS Information Security Policy.· External Legislation (e.g. Data Protection Act, GDPR, Federation Against Software Theft (FAST), Copyright).· ACS IT Policies and Procedures.· ITIL Service Management Framework.Profile· ITIL v3 Personal Attributes · Ability to work as part of a distributed team· Ability to communicate clearly and effectively at all levels with staff, students and colleagues both internally and externally· Excellent interpersonal skills and effective communication skills· Able to demonstrate effective problem resolution skills· Willingness to work flexibly and at other locations as and when required· Provide organisation-wide technical assistance for both academic and administrative technology needs.· Interface and build strong relationships with other teamsJob OfferHelpdesk Engineer - 3+ Month Contract - £150-180 per/day - Cobham, Surrey -Public Sector & Government - Technology & Telecoms - IT - Education - Secondary school