Service Desk Engineer

2 weeks ago

United Kingdom RWS Group Full time

Job Overview:

In this role, your responsibilities will extend beyond mere troubleshooting; you will be instrumental in resolving complex hardware and software issues, efficiently managing user accounts and permissions, and meticulously maintaining comprehensive documentation of all IT processes. Our ethos is centred around perpetual enhancement, and in this spirit, we foster an environment that not only supports but actively encourages the refinement of your abilities in network management and technical support.

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems and their resolution in logs.
  • Follow-up and update customer status and information.
  • Pass on any feedback or suggestions by customers to the appropriate internal team.
  • Identify and suggest possible improvements on procedures.

Experiences:

  • Education in IT which provides a strong foundation in the technical skills required for the role.
  • Experience on a service desk or customer facing environment, offering a practical understanding of providing support via phone, email, and in person.
  • Strong analytical and problem-solving skills to effectively address and resolve technical issues.
  • Excellent customer service skills, ensuring that all interactions with users are helpful and enhance their experience.
  • Hands-on experience with various software, hardware, and networks, which is crucial for diagnosing and solving IT problems.
  • Familiarity with cloud services like Microsoft Azure, which is valuable as many organisations move towards cloud computing.
  • ITIL (Information Technology Infrastructure Library) Foundation Certification, which provides a comprehensive understanding of IT service management best practices.
  • A full driving license, which is essential for IT Service Desk Engineers who may need to travel to different sites or client locations.
  • Soft skills such as communication, teamwork, and adaptability, which are crucial for working effectively with both team members and clients.
  • The ability to work efficiently and productively to meet and exceed service level agreements (SLAs), key performance indicators (KPIs), and profitability targets.
  • A proactive approach to staying up-to-date with the latest technologies and industry trends, which is necessary for continuous improvement and advancement in the IT field.

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