Service Desk

5 months ago

NewcastleunderLyme, United Kingdom Uniting People Full time

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:

- Newcastle-under-Lyme, 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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