Service Desk Engineer

Recruiter
NRG PLC
Location
Carlton-in-Cleveland
Posted
14 May 2019
Closes
21 May 2019
Contract Type
Permanent
Hours
Full Time

NRG have recently partnered with a pioneer in the content management space to assist with the resource of an experienced Service Desk Engineer This is an exciting opportunity to join a rapidly growing digital business playing a key role in supporting the platform and working with major retailers and enterprise customers.

You will be responsible for the following:

  • Provide 1st level support to customers and internal teams
  • Process Service Requests for customers and internal teams
  • Asses impact of ticket and priorities & categories accordingly
  • Working to agreed SLAs to ensure resolution is provided to customers within a timely manor
  • Fault diagnosis/resolution skills
  • Ensure customers kept informed of the progress of their issue
  • Escalate tickets to appropriate teams
  • Follow Major Incident Process

You will ideally have:

  • ITIL v3 Foundation
  • 2+ years’ experience working in a Service Desk environment
  • Demonstrable experience at working both independently and in a team-oriented, collaborative, customer facing environment is essential
  • Experience writing technical Knowledge Articles
  • Take ownership of customer support issues
  • Ability to priorities work and escalate to managers & internal teams when needed
  • Ability to communicate clearly with customers, internal teams & senior managers
  • Understanding of Major Incident Process A real desire to support web applications
  • Exposure in front-end web platforms similar to Confluence and Freshservice
  • An understanding and basic technical skills in HTML, JavaScript, CSS and XML
  • Working to agreed SLAs and ensuring daily/weekly targets are met
  • Ability to diagnose, troubleshoot and resolve issues
  • Clear understanding of Incident Management
  • Understanding of different issues between popular web browsers (Chrome, Safari, Firefox and IE)

Salary: £30,000 DOE plus fantastic benefits

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