Group IT Service Engineer

4 weeks ago


Southampton, United Kingdom ACS Performance Full time

Responding to incoming calls or tickets as the local point of contact for clients with IT or product related problems
- Using appropriate questioning techniques to determine the root cause of reported issues
- Diagnosing, documenting and / or resolving issues by providing the appropriate resolution or following the escalation procedure
- Translating customer information into valuable and usable knowledge documentation
- Offering the customer an effortless, best in class experience
- Recognising potential major outages and taking ownership of reporting these in a timely manner
- Responding & adapting to a changing and demanding environment
- Working in a collaborative team environment by engaging, sharing knowledge and communicating effectively
- Using available tools and resources in an appropriate manner consistent with policy and procedures

To be successful in this role of **Group IT Service Engineer**we would love to speak to anyone who has experience of:

- Experience in a Desktop / IT Support role
- Office 365
- Desktop Applications (Outlook / Teams / Excel / Word etc)
- Exchange, SharePoint, Teams & Yammer Administration
- Azure & OnPrem Active Directory
- Software Licence Administration
- IT Asset Management Administration
- Win 10 / 11 Desktop Support
- Experience working towards KPI's / SLA's
- Excellent communication skills: Customer Focused
- Understanding of ITIL framework



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