Senior Service Desk Engineer

3 weeks ago


Slough, United Kingdom Piccadilly One Full time

Piccadilly One is exclusively working with a successful British brand who is embarking on a major digital transformation. As part of this business-critical transformation, there is a new role within the IT department, the Senior Service Desk Engineer will join a high-performing IT support function supporting existing IT solutions and new IT solutions as they are rolled out.


Responsibilities

  • Troubleshooting end-user devices and applications.
  • Ensure that IT issues & faults reported to the IT team are resolved quickly, meeting the department’s service level targets and minimising disruption to business-critical systems.
  • Mentor and lead junior members of the team.
  • Update the Service Desk tool, detailing progress on the tasks for the end user and other team members.
  • Log tickets using the Service Desk ticketing tool.
  • Resolve complex hardware/software problems – laptop/desktop builds.
  • Support and troubleshoot Office 365 Suite & Microsoft Business Central.
  • Provide EUC support – Intune/Citrix/Entra ID/ Power BI.
  • Support & troubleshooting - Telephone, voice, Teams, WIFI, VPN, SDWAN.
  • Support Cyber Security monitoring endpoint security solutions - CrowdStrike/Trend Micro/MaaS 360.
  • Prioritise support and maintenance tasks to meet service level expectations.
  • Provide suggestions for improvement to the IT team based on user feedback and discoveries to reduce recurring faults and problems and thus improve the service.
  • Be people-focused with a passion for technology and customer service.
  • Work closely and collaboratively with other IT teams.
  • Work on an on-call rota (1 week in 8).


Requirements

  • Excellent communication skills both in person and virtually.
  • Knowledge of effectively using an IT service ticketing tool.
  • Proven extensive experience working on a helpdesk.
  • Microsoft Business Central, Intune, O365, Entra-ID, Azure, MaaS360, Manage Engine, SD-WAN.
  • Passion for technology.
  • Mentoring of Team members.
  • Lead by example.
  • Citrix knowledge.
  • Microsoft Azure.
  • Meraki Portal.
  • ITIL Foundation.



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