Service Desk Engineer

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Service Desk Engineer

Full Time / Permanent

Location: Totton (outskirts of Southampton) and remote

Salary £20k-£23k DOE

We have been retained as a recruitment partner to a leading managed service provider, who require a Level 1 Service Desk Engineer ASAP to join an existing growing team.

The Service Desk Level 1 Engineer is responsible for providing technical and service support for customers. The function will include responsibility for managing and maintaining customer's services in line with agreed Service Level Agreements.

Level 1 Engineers provide both reactive and proactive customer support. The role provides technical support to a customer base by responding to incident tickets raised and providing first-time-fixes where possible. The purpose of the role is to resolve request tickets within the parameters of customer SLAs.

Duties & Responsibilities

*Providing Level 1 support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Technical Support objectives

*Taking ownership of faults and managing them in a logical and methodical manner

*Correctly logging incidents, categorising and prioritising them in line with company procedures

*Identify and escalate any incidents to the appropriate level when necessary

*Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLAs and business KPI's

*Responsible for proactively assisting with recommendations and delivery of new managed services to customers to increase customer satisfaction

*Proactive engagement with the sales teams to assist, promote and identify the correct solutions for customers and maintain/increase customer satisfaction and retention

We are keen to see candidates with a good mix of the following:

*Ideally 12 months' work experience in a Level 1 technical role

*Experienced working in a high availability environment, working on live systems where reliability, uptime and meeting SLA's are crucial

*Proven customer-centric IT service delivery experience

*Strong Microsoft Office suite skills

*Good knowledge of IT concepts and architectures

*Experience of advanced problem-solving ability and troubleshooting

*Able to communicate clearly and concisely to all levels

*Excellent customer service skills for both internal and external customers

*Grounded IT experience with a high general technical competence and a good breadth of knowledge

*Experience of handling customer complaints, dealing with technical incidents and taking ownership from reporting through to resolution

*Extensive experience supporting and administrating M365 / O365 cloud services

Please apply for more details.

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).

Deerfoot is acting as an Employment Agency in relation to this vacancy.