Service Desk Engineer

Fullbrook Consulting Group
17 May 2017
16 Jun 2017
Contract Type
Full Time

The Client:

A telecommunications and contact centre solutions provider

Role & Key Responsibilities:

  • The Service Desk Engineer will work in a dynamic team to provide an excellent support service to customers.
  • Act as a direct contact point for customers for issues resolution.
  • Provide support services for customers using call centre technologies.
  • Provide an excellent customer service experience at all times.
  • Understand severity of technical issues and escalate or resolve accordingly.
  • Carry out 1st line troubleshooting and testing.
  • Complete all relevant documentation and logging of tickets.
  • Keep the customer in the loop at all time with incidents throughout resolution.
  • Ensure logging system is kept up to date with accurate information.
  • Work cohesively within a team and provide support to other team members when necessary.
  • Work in line with set SLAs.
  • Strive to achieve set resolution and customer satisfaction targets.
  • Receive technical guidance from more senior technical members of the team.
  • Strive to develop technical knowledge and skills.

Skills & Experience:

  • A degree, ideally within a technical discipline.
  • Experience of working in a customer facing helpdesk/support role, ideally within a technical environment.
  • Good troubleshooting and testing skills.
  • Knowledge of contact centre or call centre technologies.
  • Knowledge of ITIL processes.
  • Experience of using ticketing or service management systems/applications.
  • Excellent telephone manner and customer service skills.
  • An analytical thinker with strong problem solving skills.
  • A keen learner who’s looking to develop their technical knowledge.
  • A great team player who is positive and motivated.


  • Southern Scotland