Service Desk Engineer - 1st Line to 3rd Line - £35K + Bens

COAL Intelligent Technology Ltd
09 Feb 2017
09 Mar 2017
Contract Type
Full Time

Service Desk Engineer - 1st Line to 3rd Line - £35K + Bens

An excellent opportunity has arisen with an enterprise level organisation based in Woking for a Service Desk Engineer to provide support from 1st to 3rd Line.

Role of the Service Desk Engineer:

  • Act as a single point of contact for IT incidents and request.

  • End to end ownership of all incidents and requests reported to the Service Desk.

  • To provide technical support for issues related to computer systems, hardware, software, printers, Cisco phones, via phone and emails.

  • Technical issues ranging from Networking technologies, Desktops, Laptops, Portable devices, Printers/Scanners to Servers.

  • Logging incidents/requests, categorising and prioritsing them.

  • Provide excellent customer service.

  • Ensuring all tickets are progressed & cleared within SLA - escalating to other internal and external teams as appropriate.

  • Work within an ITIL framework.

  • Deliver service in line with the described SLA’s and KPI’s.

  • Create and maintain support documentation.

  • Troubleshooting of mobile devices.

  • Such other responsibilities as the Company may from time to time require.

Requirements / skills of the Service Desk Engineer:

  • Client/Server Technologies

  • Windows Client OS’s

  • Network Technologies

  • Active Directory

  • Citrix

  • Exchange & Outlook

  • Windows Administration

  • Network and Remote Printing

  • Outstanding verbal and written communication skills

  • ITIL v3 Foundation