Service Desk Engineer

Full Time Wigan Greater Manchester IT Job Pro UK

An exciting Managed Service Provider based near Wigan, which is seeing year on year growth, has an immediate requirement for a Service Desk Engineer to join their successful IT Support team. Due to their ongoing successes this is a newly created role which would be suitable for an enthusiastic candidate with proven experience in a 1st or 2nd line support role.

The role will involve delivering outstanding customer service to their clients, ensuring that service tickets are logged, managed and resolved in line with KPIs and that clients are communicated to professionally at all times. You will need to demonstrate strong communication skills with clients, colleagues and senior members of the team. Where required, you'll need to escalate technical issues to relevant teams and liaise with others to ensure that issues are resolved.

Main Responsibilities:

Respond to incoming tickets from the busy IT Service function.
Telephone, email and self-service management of logged tickets.
Prioritise tickets logged according to impact and urgency within the business.
Escalate Major Incidents as required to relevant teams.
Communicate efficiently with end users to confirm the status and resolution of their tickets.

Skills/Experience required:

Previous experience in a 1st/2nd Line Support role, MSP experience is desirable.
Knowledge of Windows Operating Systems and Servers
Office 365
Azure experience
An understanding of Networking
Excellent communication skills and a desire to help customers.

Benefits of the role include 25 days holidays plus Bank Holidays, sick pay, gym membership and pension scheme. The company can also offer a friendly working culture, fantastic training/development opportunities and a 60/40 office/WFH split.

If this sounds like your ideal next role, please apply now to be considered! If you'd like some more information about the role, please contact Charlotte Attwood on (phone number removed) /

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