1st Line IT Support Service Desk Engineer

4 days ago

Nottingham, United Kingdom Marmion Full time

**1st Line IT Support Service Desk Engineer**
- **Nottingham**:

- **£23,000 - £25,000pa DOE**:

- **Free on-site parking/ WorkBYTRAM discounted travel scheme**:

- **Excellent Benefits**

**THE OPPORTUNITY**:
Our client is very committed to and actively encourages all colleagues to pursue personal and professional development objectives which will be achieved through self-study. This will include keeping up to date with current technologies and undertaking anytraining that the organisation requires.

**RESPONSIBILITIES**:

- Assisting clients with an effective resolution to reported technical incidents.
- Setting clear expectations of resolution timescales, highlighting the next steps, and ensuring these are in line within the SLA.
- Restoring service to customers efficiently whilst maintaining exemplary standards of communication that adhere to KCI (Keeping Customers Informed) principles.
- Maintaining accurate case notes, using appropriate templates.
- Providing advice and guidance to customers, keeping to the highest standard of customer service.
- Escalating incidents and requests to the appropriate internal or external teams ensuring the process is managed through to resolution.
- Working alongside the departmental team to improve overall knowledge as well as contributing to improvement initiatives.
- Working with the interfacing teams in a collaborative approach to any problems encountered whilst maintain a positive relationship.
- Maximising personal KPI’s.

**SKILLS & REQUIREMENTS**:

- Demonstrable experience in a similar 1st Line Managed Services team.
- Have strong customer service skills, empathising with customers and approaching telephone conversations with a polite manner.
- Be experienced with ServiceNow Case handling.
- An understanding of ITIL Framework would be desired but not essential.
- The ability to prioritise own workload, and to multitask effectively.
- A sound understanding of various operating systems and browsers, including troubleshooting skills.
- Be punctual and tenacious, whilst demonstrating perseverance and use of own initiative.
- Be able to work well under pressure, by using good time management techniques and working as part of a team.

**OUR CLIENT**:
Our client is an award-winning provider/reseller of technology and managed IT services, offering end-to-end business solutions to clients of all sizes. It is an extremely forward-thinking organisation committed to investing in the business and its employeesto ensure it maintains its reputation as a market leader, within the industry.

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