1st Line Support

2 months ago


Wembley, United Kingdom Directions Recruitment Specialists Full time

we are looking for a 1st/2nd Line Service Desk Engineer

Location: near wembely
Hours: Monday to Friday, 8:30am - 17:30pm

100% office based
Your new role
1st/2nd Line Service Desk Engineer to join our team. Your day will primarily consist of providing on-site and remote support for 6 UK sites, covering a Windows environment, connectivity faults and Server administration. As a 1st/2nd Line Service Desk Engineer,you will undertake a fast-paced, technical role on a steep learning curve. It will be your responsibility to provide technical support and excellent customer service to our staff and clients.
Key Responsibilities
Support with fulfilment of Service Requests, Incidents, Monitoring and completion of daily tasks within Service Level Agreements
Manage incident and service desk tickets through to resolution including knowing when to escalate to 3rd Line
Management of Service Desk processes such as Joiners, Movers, Leavers, etc
Ensure that the Service Desk delivers excellent Customer Service
Identify, design and implement improvements to IT services, tools and processes administered and supported by Service Desk
Improve end user experience of technology within the group and drive initiatives to improve SLA performance of Service Desk deliverables
Support the Service Desk team by providing guidance on analysis, troubleshooting and problem solving to help expedite resolution when escalating issues
Encourage and facilitate training of users on platforms, technology and IT strategy for delivering excellent communication and understanding to staff members
Maintain stock levels and asset inventory of equipment to ensure enough capacity to deal with typical end user problems in a timely fashion.
Provide the team with feedback information regarding changes, maintenance, known problems and new services, to help coordinate team resources
Experience, Skills & Qualifications
Azure and On-prem Active Directory administration
SharePoint Online
Windows Deployment Services (WDS)
Windows 10 OS
Microsoft/Office365 User administration
Mobile Device operating systems.
Understanding of LAN, WAN networking, TCP/IP principles, DNS and VPN concepts
Experience of using an incident/request helpdesk management system
Maintaining Software and Hardware Asset Management
Able to demonstrate key Fault Diagnosis/troubleshooting skills for user hardware and software problems.
Experience working in a high-pressure environment with a high-volume workload (preferable)
Understanding of GDPR and making sure processes and policies stay compliant
Certifications in Microsoft technologies & CompTIA A+ are an advantage.
What you’ll need to succeed
To help continue the fast-paced day to day running, we need someone who can deliver excellence. You will have a passion for working within the IT support field and are eager to learn and develop.
As a 1st/2nd Line Service Desk Engineer you will need to have good customer service skills, excellent verbal and written communication skills and keen attention to detail.
Our technical support team needs to be proactive in order to turnaround quick resolutions; thus we need somebody with an analytical mind-set. We’re not looking for a ticket logger or somebody just to escalate issues, we encourage you to try to solve the problemyourself backed up with guidance from the other team members.
Working with some of the latest technological advances within the IT industry
Clear progression paths into 2nd and 3rd Line Engineer roles
Learn and work within a friendly and knowledgeable team
Working in a fast paced, collaborative and enjoyable environment delivering a high-end service
Certified Training when needed
Comprehensive benefits (25 days holiday)



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