Customer oriented ICT Technical Service Desk Engineer to join a fast-paced Service Desk. Providing a Single Point of Contact to internal and external end users, with a real focus on Customer Service. Working within a team who deal with a broad range of IT issues and resolve more than 65% of customer incidents without the need to engage other support teams. Responsible for providing technical assistance to diagnose, resolve and escalate incidents, requests and problems, ensuring work is completed in a timely fashion, whilst working to strict SLA's and KPI's.
Respond to support calls via telephone, email and Service Management Portal.
Recording detailed and accurate information from customers and colleagues on the Service Desk Management System, Remedy and ensure all tickets are fully updated, categorized, assigned and managed within SLA.s.
Provide technical advice, support and resolutions
Deliver strong first-time fix rates (65%)
Confidently provide clear, meaningful advice and instructions to end users with all levels of technical understanding.
Demonstrate a sense of urgency in a professional and calm manner and manage appropriate and realistic expectations to maintain excellent customer service
Provided end to end ownership of all incidents, requests, problems and changes.
Manage resolutions within strict SLA's and KPI's.
Liaise with 3rd party suppliers to ensure resolution to agreed SLA's and standards.
Work within the framework and guidelines of ITIL processes and policies, ensuring alignment to best practice.
Recommend procedure modifications or improvements to ensure a consistent excellent level of service is provided
Create and maintain knowledge base articles to share workarounds and document solutions for known issues.
Must be prepared to work a variety of shift patterns.
ITIL Accredited or working within ITIL frameworks
Ability to be security cleared
Strong working knowledge of Windows Desktop Operating Systems, versions 7 through to 10, MS Office, PC's, Laptops and printers.
Solid understanding of setting up and managing users on MS Servers, MS Exchange, Office 365 and Active Directory.
Knowledge of VPN software, Email filters, MDM (Mobile Device Management)
A good understanding of networking concepts (TCP/IP, LAN/WAN, DHCP, DNS)
Solid experience in Customer Service and working in an ICT support role.
Experience with ITSM systems e.g. Remedy, ServiceNow
Experience of working with mobile devices, either Android or iOS.
Excellent Employee Benefits:
My client is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:
33 days holiday, including public holidays, plus the option to buy or sell five days each year
Company pension scheme
A range of family friendly policies including childcare vouchers
An employee-funded car leasing scheme
Occupational health support
Client Rewards SchemeAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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