Service Desk Engineer Fully Remote
1 month ago
Service Desk Engineer
Fully remote
£15 per hour (via an umbrella company)
Initial 6 month contract
**Responsibilities**:
- Drive and maintain outstanding levels of customer service and satisfaction
- Appropriately allocate incident and requests to other teams ensuring clear and unambiguous comments and updates are provided in the Incident/Request
- Manage Incidents and Service Requests assigned to you, ensuring SLA and KPI compliance
- Employ calm, courteous and customer service focussed manner for incoming and outgoing phone calls
- Ensure compliance with phone call management SLAs and KPIs
- Ensure excellent verbal and written communications are applied at all times
- Manage standard requests, such as requests for new starters or equipment, ensuring IT Service Desk standards and process are accurately applied
- Manage standard requests
- Ensure appropriate and up-to-date documentation is maintained at all times
- Ensure appropriate escalation to Team Leader where necessary
- Adhere to the Trust’s internal processes and procedures
- Assist colleagues and drive positive team work and communication
Required Competencies
- Flexible, motivated and positive can-do attitude
- Strong customer service mentality
- Excellent phone manner
- Ability to effectively communicate technical issues to non-technical end users.
Essential Technical Skills
- Previous experience of working in a 1st Line Support or Service Desk environment
- Understanding of ITIL principles
- Experience of ITSM/Service Desk Tools
- Basic knowledge of Windows 7 & 10
- Basic knowledge of Microsoft Office
Desirable Technical Skills
- Experience of working in an ITIL based environment.
- ITIL Foundation Qualification
- Experience of Supportworks and Service Now
- Office 365
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