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Escalation Service Desk Engineer
4 months ago
Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent role.
Reports to: Service Desk Manager
Salary: £40k - £50k
Overview
This position will provide technical support to our client’s customers within a service desk environment mainly managed by remote access. A good technical knowledge is essential to provide an escalation point where required and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide an exceptional experience at all times is a must, along with an understanding of the commercial goals of the business as a whole.
Responsibilities
* Provide a point of escalation to support incidents relating to hardware, software, network connectivity and application services to a wide variety of external customers.
* Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes.
* Resolve incidents to stringent customer defined SLAs.
* Drive service improvement within the service desk to improve first time fix resolution times.
* Communicate clearly, effectively and in a timely manner with all customers.
* Create and maintain accurate documentation within the centralised management database.
* Provide any on-site support to resolve customer service outages as required to meet SLAs.
* Support with the delivery of projects where applicable.
* Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring other members of the team.
Skills
* Minimum 2 years’ experience in a 1st or 2nd Line role within a service desk environment.
* Good knowledge of Windows Server, Virtual environments (VMWare, Microsoft Azure), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus.
* Microsoft 365 and related technologies
* Exchange Online
* Conditional Access/MFA
* Firewalls (NAT/PAT/ACLs)
* PC hardware/software trouble-shooting skills.
* Excellent communication and interpersonal skills; professional telephone demeanour.
* Strong customer service skills and attention to detail.
* MS-100 or AZ-104 certifications would be preferred but not essential.
* Patience and ability to work under pressure with good organisational skills.
* The ability and desire to develop the role and make it your own, suggesting improvements for process where appropriate to enhance internal and external experiences.
* Committed to achieve our client’s vision
