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Senior Service Desk Engineer
2 months ago
We are seeking a highly skilled Senior Service Desk Engineer to join our team. As a key member of our service desk, you will be responsible for providing exceptional customer service to our internal customers.
As a Senior Service Desk Engineer, you will collaborate with our Service Desk Engineers and management team to ensure that we provide an excellent level of customer service at all times. You will take end-to-end ownership of 1st line incidents and requests, while providing a high level of customer service.
Key Responsibilities:
- Act as a point of escalation for the team and drive high standards.
- Manage the BAU work stack to ensure it is under control at all times.
- Work with Service Desk Engineers and 2nd and 3rd line teams to resolve incidents efficiently.
- Distribute knowledge, mentor, and coach team members.
- Contribute to the Knowledgebase library and assist with new project delivery.
- Act as shift lead in the absence of Service Desk management.
Requirements:
- Strong interpersonal and analytical skills.
- Excellent written and verbal communication skills.
- Self-motivation and ability to use initiative and prioritize proactively.
- Commercial experience in a service management function.
- ITIL background or awareness.
We are a 24-hour business, and our rota coverage is between 07:00 – 20:00 seven days a week. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we would love to hear from you.