Service Desk Engineer

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

The Service Desk Engineer will work within the Operations team and will be responsible for providing users with remote and desk side technical support across all facilities.Main responsibilitiesTo troubleshoot Service Desk tickets within service level targets to ensure a high level of customer service is provided.To have extensive knowledge of Windows 10 O/S and Office 365 suite.To escalate tickets to the Infrastructure team or third parties such as external support or maintenance companies, as appropriate, to ensure the timely resolution of calls.To provide telephone support answering, logging and prioritising Service Desk tickets to ensure that the service level targets are met.Experience requiredA strong background working in a Service Desk / IS environment troubleshooting and providing technical support, ensuring that service level agreements are met.The ability to effectively support and administer Microsoft systems and environments (Windows 10, Office 365, Active Directory, and Exchange server), knowledge of Video conference equipment (Polycom), Airwatch, Exam Management systems/software and knowledge of Ivanti would be advantageous.To have experience and/or knowledge to working in Prince2, ITIL and Agile environments.To have a good understanding of the Data Protection Act and the importance of maintaining confidentiality at all times.Interpersonal skillsThe ability to rapidly establish credibility with customers and colleagues by quickly identifying the nature of a Service Desk enquiry and taking appropriate steps to respond to it.The ability to demonstrate excellent customer service skills including responding positively and creatively to the needs of others whilst working to service standards and departmental policy.Excellent interpersonal skills including the ability to deal with customers in a polite, friendly and calm manner and diffuse difficult situations with appropriate sensitivity and empathy.The ability to work alone, using initiative, and to work constructively as a member of a team supporting others.