Service Desk Engineer

Fleet Street, UK
Closing date
18 Sep 2020

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Technology & New Media
Contract Type
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This role is pivotal our customers positive experience - providing a single point of contact to our customers to ensure that incidents are fully managed through to resolution. Answering incoming contacts from customers and to accurately log incidents, provide 1st line diagnostic support and triage ensuring that all relevant data is captured prior to escalation.


  • 1st Line Support of Wintel, Network and Hardware related incidents.
  • Accurately log incidents and ensure all relevant data is captured whilst logging the incident.
  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
  • Proactively keeping Customers informed on incident or request status and progress.
  • Escalate incidents where a first-time fix is not possible to next level resolver group.
  • Adhering to Incident management procedures.
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
  • Resolve >60% of incidents logged as a First Time Fix
  • Keeping up to date with the current standard procedures.
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.
  • Provide a point of technical escalation and expertise.
  • Escalate potential service issues initially with next level support / Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management.
  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork.
  • Contributing to team meetings.


  • Educated to GCSE level or equivalent in Maths and English.
  • Good knowledge of IT platforms, equipment and applications.
  • Proven Customer service skills
  • Minimum 12 months experience as an analyst within a similar environment
  • Industry recognised qualifications in relevant area is desirable (i.e. MCP)
  • Minimum of 12 months practical remote support experience of
  • Windows Operating Systems (Essential)
  • Network troubleshooting experience (Essential)
  • Hardware troubleshooting of both desktop and server hardware. (Desirable)
  • Application support of applications from major vendors such as Mimecast, Cisco, Microsoft, etc (Essential)
  • Knowledge of supporting various windows applications including MS Office from end user perspective (Desirable)
  • Understanding of the ITIL framework and knowledge of the various associated disciplines is desirable
  • Experience of working to SLAs and KPIs and to be able to accurately describe their purpose is desirable.

Personal Attributes
  • Positive, enthusiastic and supportive individual.
  • Effective communication skills.
  • Ability to take ownership of and progress incidents to resolution.
  • Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner.
  • Ability to work under pressure and apply existing knowledge to unknown areas.
  • Ability to work in a team and to support team members.
  • Structured troubleshooting skills and inquisitive nature.
  • Passionate, professional, with a 'can-do' attitude at all times
  • Proactive thinking
  • Problem management and Problem solving
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