Service Desk Engineer

2 days ago

Reading, Reading, United Kingdom ALL Full time
About the Role

We are seeking a highly skilled and experienced Service Desk Engineer to join our IT team. As a Service Desk Engineer, you will be the first point of contact for all IT-related incidents and requests, providing timely and effective support to our employees.

Key Responsibilities
  • Incident Management: Manage the life-cycle of all service-raised incidents, including troubleshooting, diagnosing, and resolving faults.
  • Service Ticket Management: Manage and resolve service tickets in a timely and efficient manner, ensuring that all requests are met with defined service level objectives (SLOs).
  • Technical Support: Provide technical support to employees, including hardware and software troubleshooting, maintenance, and repair.
  • Asset Management: Manage company assets, including building devices for new starters, ensuring they meet the agreed Baseline Device Configurations, and issuing new assets, securely wiping devices of leavers, and recovering.
  • Procurement: Use the procurement system to purchase IT-related applications, services, systems, and infrastructure, obtaining competitive quotations while helping to minimize budget spend.
  • Reporting: Use the IT Service Management tool to develop and prepare monthly KPI reports, identifying trends in service requests to improve service delivery.
  • Collaboration: Work closely with the IT Team to evaluate and analyze potential suppliers, cultivate relationships with suppliers to maximize the potential for keeping costs as low as possible, and help determine supply needs and research potential suppliers.
  • Security: Ensure that users understand and meet minimum security standards and report any security events that may arise.
Requirements
  • A minimum of 2 years' experience in a similar or equivalent role.
  • A technical qualification, either at College or University level, would be advantageous.
What We Offer
  • Generous Salary and Annual Bonus
  • Stock Options
  • Contributory Pension Scheme
  • 25 days Annual Leave + Public holidays
  • Cycle To Work Schemes (Salary Sacrifice)
  • Car Scheme (Salary Sacrifice)
  • Employee Assistance Programs
  • Discounts Platform

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