Service Desk - 1st Line Support

Recruiter
General Dynamics
Location
Blaenau Gwent
Posted
16 Feb 2019
Closes
16 Mar 2019
Contract Type
Permanent
Hours
Full Time
General Dynamics UK is a world-leader in the integration of cutting-edge defence and security systems, delivering decisive advantage to military, government and civil customers worldwide.
Our employee culture is one that thrives on innovation, embraces teamwork and possesses a strong will to succeed. The pioneering technologies and the quality of our people give us our competitive edge. Dynamics is not just part of our name, it’s part of our spirit.
The Role:
The GD-MS Service Desk is the central point of contact for all programme & IT related incidents and service requests. The role of the Service Desk Support Engineer is to provide first line IT and facilities support for all GD staff as well as programme support to our external customers.
The Service Desk Support Engineer is responsible for logging incidents and service requests as well as resolving support requests and ensuring we achieve our service levels and targets. The Service Desk Support Engineer is required to provide 1st line IT technical support to GD staff, assisting them with hardware and software problems via phone, email or onsite. The Support Engineer is required to deliver high levels of customer satisfaction whilst meeting GD-MS continuous service delivery demands.
Service Desk staff work in a dynamic, fast-paced environment that provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service. The Support Engineer will engage with customers and obtain the relevant information in order provide 1st line support and also to log the details in the ServiceNow Service management tool.
Responsibilities:
To act as a single point of contact for phone calls and emails from internal and external customers regarding IT, Facilities and programme issues
To provide technical support; answering support queries either onsite or via phone or email
To log all calls within the Service Management tool and maintain full and accurate documentation for all cases
To maintain a high degree of customer service for all support queries and adhere to all service management principles
To take ownership of customer requests and problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To respond to enquiries from customers and provide 1st line support in order to help them resolve any hardware or software problems
To allocate more complex process or service issues to the relevant IT Support team.
Education/Experience:
* Excellent telephone manner and face-to-face communication skills with previous knowledge of a standard Service Desk case capture tool
* Relevant 1st line IT Service Desk support experience
* Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies
* Experience of using and troubleshooting Microsoft Office (MS Word, Excel and PowerPoint)
* Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
* Basic understanding of PC hardware set-up and configuration
* Knowledge of dispatching incidents or requests and assigning to the most appropriate resolver groups
* Strong administrative and organizational skills.
* Excellent interpersonal and empathy skills.
* Has an energetic and team oriented approach to work.
* A flexible approach to working hours is required in order to provide cover for the Service Desk
* Experience working within a busy Service Desk 1st line support team ideally gained in an IT MSP or solutions provider
* Knowledge of using a Service Management tool
* Good working knowledge of ITIL
* Supporting iPhones, iPads, Blackberry & Android Devices for Email/Web use
* Knowledge of debugging basic network problems
* Able to configure and troubleshoot Network Printers, Scanners
Experience of the following is desirable but not essential:
* Supporting PCs/Laptops/Tablets in a Windows Domain environment
* Supporting Microsoft Office 2010 or 2013 / 2016
* Supporting & Administration of Office365 & Outlook Users
* Basic knowledge of Windows Active Directory
* General account administration
* Installation of general PC/Network based software, Office, Adobe etc.
GDUK offers a competitive compensation package with opportunities for growth and professional development. A flexible benefits package, 25 days holiday, a compressed fortnight offering every other Friday off and an attractive bonus scheme

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