Service Desk Engineer

Location
York
Salary
£18000 - £20000 per annum
Posted
14 Mar 2017
Closes
11 Apr 2017
Ref
00065949
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
This company are a leading supplier of connectivity, telecoms systems and cloud based management solutions.

The Role-:

To work as part of a small close knit team providing 1st & 2nd line support of all of their services to external and internal customers whilst delivering excellent customer service at all times and working within agreed SLA's.

Main Responsibilities:

- Dealing with customer issues over the phone and by email.
- Problem solving to identify customer needs and requirements.
- Maintain and build good and professional relationships with customers.
- Distribute tickets using Kayako ticketing system.
- Document and log all completed jobs.
- Configuration of end user equipment (broadband and cloud managed services).
- Liaising with 3rd party suppliers.
- Influence & develop ideas to enhance customer satisfaction.

- Configuration / Maintenance of the following:
o Microsoft Windows 7 - 8
o Microsoft Office / Office 365
o Microsoft Windows Server / Active Directory
o Microsoft Exchange / SharePoint
o Basic Router configuration

Qualifications and Experience:

- Minimum of 2 years working with Computers and Technology
- Good knowledge of Microsoft Operating Systems and Applications
- Understanding of Networking and IP addressing
- Understanding of Wireless Technologies
- 1-2 years experience working in a customer facing role
- Some knowledge of Microsoft Windows Server/Microsoft Exchange/Business Networks/Office 365 would be preferred.

Skills Required:
- Understanding the importance of delivering excellent customer service.
- Effective & articulate communication skills
- Professional telephone manner
- The ability to work effectively within a small team
- Attention to detail and methodical approach
- Flexible & adaptable attitude to work
- Ability to adapt communication skills to suit audience
- Highly motivated problem solver

A driving license is required for this role

You may be required to take part in an on call rota and/or occasional out of hours support

Benefits:
- Medical cover
- 23 days annual leave - 3 days must be taken at Christmas

35 Hours per week. Typically 9am-5pm, Monday - Friday

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