Senior Service Desk Engineer

1 week ago

StokeonTrent, Stoke-on-Trent, United Kingdom bet365 Full time

About the Role

We are seeking a Senior Service Desk Engineer to join our team, who will collaborate with fellow engineers and the management team to ensure excellent customer service at all times.

Your goal is to ensure our internal customers have sufficient equipment and resources to perform their roles. We take end-to-end ownership of 1st line incidents and requests, while providing a high level of customer service.

In addition to ensuring our BAU work stack is under control, you will act as an escalation point for engineers. You will also be a key contributor in new starter onboarding, as well as suggesting and incorporating new changes into the team.

We provide a manned Service Desk function between Monday to Friday, between the hours of 08:30 – 17:00.

Key Responsibilities

  • Acting as a point of escalation for the team and taking responsibility for driving and promoting high standards.
  • Managing open incidents by working with our 2nd and 3rd line engineers to gain the fastest resolution based on incident SLA.
  • Distributing knowledge, mentoring, and coaching team members where required.
  • Maintaining training material and adapting documentation based on new processes or technology.
  • Assisting with the delivery of new projects into the Service Desk.
  • Contributing to the Knowledgebase library.
  • Conducting internal Service Desk process reviews, ensuring the processes being followed are always a true reflection of the task.
  • Driving an excellent level of customer service for our internal customers.

Requirements

  • Commercial experience working in a service management function.
  • Demonstrable experience supporting technologies from a diverse product stack including AD, Exchange, Office, Microsoft 365, and Citrix.
  • Self-motivation with the ability to use initiative and prioritize proactively.
  • Ability to drive continuous improvement and lead by example, displaying a positive can-do attitude.
  • Ability to assist and liaise with staff at all levels.
  • Strong interpersonal skills.
  • ITIL background or awareness.
  • Excellent analytical and troubleshooting skills.
  • Concise written and verbal communication skills.
  • Assertive and driven to provide an excellent level of service at all levels.

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