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Information Technology Service Engineer

2 months ago

UK, UK, United Kingdom IN2 Consult Full time

Pay range and compensation package: The pay range for this position is £12-£14 per hour PAYE or £16 per hour Umbrella, with a 3-month initial contract.

About the Company: Our company is dedicated to providing top-notch IT services to our clients while fostering a culture of innovation and collaboration.


About the Role: As an IT Service Desk Engineer, you will play a crucial role in providing technical support on IT systems through various channels such as phone, email, and remote support as part of our IT Helpdesk Team.


Responsibilities:


  • To log all customer incidents and tickets accurately in the incident management system.
  • Provide fault diagnosis and user support/training to successfully resolve issues on a first-time fix basis.
  • Proactively monitor, review, and chase outstanding tickets to ensure a high level of customer service is maintained.
  • Take ownership of problems and be proactive in resolving user issues.
  • Support and interact with internal and external customers as needed.
  • Utilize the existing IT Knowledge base to resolve faults assigned through Richmond.
  • Help maintain the IT Knowledge base and other internal documentation.
  • Resolve new faults, record resolutions in the IT Knowledge base, and escalate to other resolver groups when necessary.
  • Suggest improvements to working practices.


Required Skills:



  • Technical support experience
  • Strong problem-solving skills
  • Excellent customer service skills


Preferred Skills:


  • Certifications in IT related fields
  • Experience with IT Knowledge base systems