Service Desk Engineer

Main Purpose of Role:

· Provide 1st and 2nd line support to employees, via various forms of engagement (voice, email and IM chat),

· Ensure all support is logged and managed through ServiceNow.,

· Ensure timely resolution of requests in line with agreed SLAs,

· Ensure exceptional levels of customer service,

· Escalate alarms from business systems via our monitoring software,

· Engage with 3rd line teams and/or external partners to seek advice or escalate complex issues,

· Support the management of the Joiners, Movers, Leavers processes and configuring/building of devices.

· Support with the build of PC’s, tablets and mobiles.

· Ensure that knowledge is shared across 1st and 2nd line.

Key Success Criteria

· Well-organised, hard-working, self-motivated team member,

· Friendly, personable and emphatic,

· Excellent written and verbal communication skills,

· Comfortable receiving and positively acting upon constructive advice and feedback,

· Logical and analytical thinking,

· Results driven, taking pride in achieving objectives,

· Able to work effectively ensuring customer satisfaction within agreed timelines,

· Comfortable engaging with business employees, either remotely or face-face

· Flexible with changes in shift patterns supporting a 7 day operation.