Onsite Service Desk Engineer Nottingham - c£25,000

Proxime Limited
Nottingham, UK
18 Sep 2019
04 Oct 2019
Contract Type
Full Time
Onsite Service Desk Engineer - Nottingham - c£25,000
The main purpose of this role is to deliver excellent support services for customers through ticket ownership and adherence to Service Level Agreements.

As a member of the company service Desk, you will proactively and collaboratively resolve incidents and requests that are logged and escalated, and to do so in accordance to our customers' Service Level Agreements. The Onsite Service Desk engineer will deliver a high level of customer focussed service ensuring their needs are continuously considered.
Key relationships with:
The role is key in the Service Desk and is required to work closely with Technical Support Team, Service Delivery Management, Customers and Suppliers, Field Services Teams and Service Operations Team, working towards delivering support services exceeding customers' expectations.
Key accountabilities will be...
·Maintain a high degree of customer service for all support queries and adhere to all service management principles

·Take ownership of user problems, pro-active when dealing with user issues

·Support users in the use of computer equipment by providing necessary training and advice

·Respond to, investigate and resolve incidents and requests in a professional manner, working in accordance with our incident and request management process

·Identify underlying issues and investigate and resolve them in accordance with problem management policy and process

·Achieve targets as directed by Support Services Management, e.g. average number of calls per working day, # of problems to resolve per month or % of configuration items correctly managed

·Facilitate the sharing of knowledge, including through the coaching of others and through documenting procedures

·Manage people's expectations and in particular update people on progress or slippages

·Co-ordinate escalations of incidents to other teams

·Provide support outside normal working hours, if required

·Using call logging tool (or other agreed mechanisms) to maintain accurate records of user requests, progress and outcome

·Adhere to other service management policies and processes relevant to the role, including change and release management, availability management and security management

·Act as a 'service representative' for appointed service(s), in particular take responsibility for maximising Technical analysts and L2 Technical analysts' ability to resolve incidents and requests

·Undertake initiatives as directed by line management

·Assist with specified maintenance and operational procedures
Competencies and experience
·At least 2 years Technical Support experience

·Previous experience of customer service / helpdesk focussed role (ideally educational industry)

·Ideally ITIL Foundation V3 or experience of

·Ideally experience of working in an ITSM structure

·Strong knowledge of Microsoft client and server architecture, and ideally hold MCP or above certification

·Strong knowledge of Microsoft active directory users and computers and group policy

·Follows logical process for incident and problem identification

·Asks questions to clarify and verify information

·Demonstrates critical thinking

·Demonstrates passion for resolution

·Demonstrates urgency in speed of resolution

·Displays wide knowledge in relevant technical skills sets

·Uses fact-finding and diagnostic tools

·Performs well under pressure

·Prioritises and balances multiple calls

·Develops and tests solutions

·Provides clear, detailed, and understandable updates to the ticket logging tools

·Follows call-handling procedures

·Enters information quickly and accurately

·Summarises calls clearly and concisely

·Communicates status and changes to caller and other stakeholders

·Negotiates suitable outcomes to incidents

·Ensures customer requirements are met on time

·Uses proper closing

Characteristics and Behaviours
·Provides clear, understandable updates to people

·Treats people with courtesy and sensitivity

·Builds positive rapport

·Makes extra effort to satisfy customer needs

·Makes a positive first impression

·Communicates in a courteous manner

·Establishes effective relationships

·Exhibits tact and consideration

·Displays positive outlook and pleasant manner

·Contributes to building team spirit

·Gives and welcomes feedback

This job was originally posted as www.totaljobs.com/job/87691081

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