Service Desk Support Specialist

1 month ago

Aberdeen, Aberdeen City, United Kingdom Zenzero Full time
Service Desk Engineer Role

The Service Desk Engineer plays a critical role in ensuring the effective and continuous provision of service desk support to clients. This position requires exceptional standards of support to customers, across a variety of products, services, and platforms.

Key Responsibilities:
  • Provide timely and effective support to customers via phone, email, or chat, resolving issues on first contact where possible.
  • Work on assigned tickets, utilizing tooling to increase accuracy and timeliness of time entries.
  • Communicate with customers via the appropriate channels, ensuring professional and written communication meets our standards.
  • Ensure adherence to performance targets, including KPIs and SLAs.
  • Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, and within the wider organisation.
  • Collaborate with Team Managers, Team Leaders, and Account Managers to ensure positive outcomes for our customers.
Requirements:
  • Demonstrate technical capability relevant to achieving the required duties and responsibilities.
  • Hold a Pluralsight Foundation role at Average or above.
  • Hold a Foundation level Microsoft certification or equivalent.
  • Demonstrate interpersonal and communication skills required to perform the role.
  • Be fluent in English, both written and spoken.

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