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IT Service Desk Engineer

2 months ago

Barrow, Cumbria, United Kingdom Allied Worldwide Full time

About Allied Worldwide

We are a global provider of IT solutions, delivering business outcomes to organizations across the globe. Our team of experts provides innovative and flexible IT services, supporting clients in over 40 countries.

Our Mission

We are committed to delivering exceptional service and value to our clients, while fostering a culture of excellence and collaboration within our organization.

Job Summary

We are seeking a highly skilled Desktop Support Specialist to join our team. As a key member of our IT service desk, you will provide 2nd line support services to end users, troubleshooting and resolving incidents related to desktop operating systems and mobile devices.

Key Responsibilities

  • Provide 2nd line onsite desktop and application support services to end users
  • Troubleshoot and resolve incidents relating to Desktop operating systems and mobile devices
  • Repair hardware and peripheral faults in conjunction with warranty providers
  • Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction while achieving contractual SLAs
  • Operate cohesively with the service desk team to maintain service levels
  • Escalate all critical and high priority incidents to line and senior management
  • Report recurring incidents to problem analyst teams and line management
  • Proactively contribute to service improvement initiatives
  • Provide technical expertise and assistance on project assignments

Behavioural Skills Required

  • Must have very good customer facing skills and be well presented
  • Must have an assertive, confident, positive and a professional manner
  • Ability to engage and communicate effectively with colleagues and customers alike
  • Demonstrates independent and pro-active thinking
  • Highly organized with the ability to adapt to different working environments seamlessly