Service Desk
2 weeks ago
Service Desk Engineer
Role Overview
**Responsibilities -**
Service Desk
- Ensuring the Service Desk calls are always promptly answered and handled appropriately.
- Triaging inbound issues and performing all troubleshooting to the point of resolution or escalation.
- Maintaining configurations and client details.
- Maintaining a good relationship with clients.
- Operate assigned board and ensure ticket volumes are low and always updated.
**Responsibilities - Documentation & SharePoint**
- Review all documentation and update the knowledgebase with any new knowledge.
- Ensure all internal processes are strictly adhered to.
- Be prepared to attend any provided training sessions.
**Skills & Knowledge - Required**
- Excellent communication skills.
- Customer service orientated with a problem-solving mentality.
- Proven operational and technical knowledge and experience in handling and closing calls in a technical capacity.
- Experience with managing high ticket volumes.
- Ability to take ownership and act as the main point of contact for clients during support incidents.
- Good written and verbal communication skills.
- Excellent reporting and documentation skills.
- Display commitment to resolving problems as quickly as possible.
- Able to build and maintain long-term professional relationships both internally and externally.
- Effective organisational skills to ensure deadlines are met.
- At least 1 year of experience in IT services or technical support.
- Strong knowledge of IT infrastructure, hardware, software, and networking.
**Job Types**: Full-time, Permanent
Pay: £21,000.00-£24,000.00 per year
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Ability to commute/relocate:
- Stoke-on-Trent, Staffordshire: reliably commute or plan to relocate before starting work (required)
**Education**:
- GCSE or equivalent (preferred)
**Experience**:
- Technical support: 1 year (preferred)
- Customer service: 1 year (preferred)
Work Location: In person
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