2nd Line Service Desk Engineer

Deerfoot IT Resources Ltd
Closing date
6 May 2021

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Technology & New Media
Contract Type

Job Details

2nd Line Service Desk Engineer
Location: Chandlers Ford (Close to Southampton) Walking distance from Train Station
Contract: monthly rolling
Salary: £127.50 per day pay PAYE

Our client provides managed IT services to all businesses across UK. An urgent position has come up for a 2nd Line Service Desk Engineer. This will be a monthly temporary rolling contract.

2nd Line Service Desk Engineer is responsible for providing technical and service support on client site.

Your function will include responsibility for managing and maintaining customer's services in line with agreed Service Level Agreements.

2nd Line Service Desk Engineer will provide both reactive and proactive customer support. You will be providing responses and first-time-fixes on any Incident tickets raised and be focused on resolving Request tickets within the resolve SLA.

Although currently normal office working hours are adopted this role may be subject to shift patterns therefore flexibility in working hours is essential.

Qualifications, Experience, Knowledge and Skills

The role is accountable for: -

1.Providing 1st and 2nd line support through taking calls and handling the resulting Incidents or Service Requests, using the Incident Management and Request Fulfilment processes, in line with Technical Support objectives
2.Accepting escalations from 1st line support
3.Excellent customer service providing proactive, reactive and service management to achieve high levels of customer satisfaction through advice, guidance and technical support within SLA and business KPI's
4.Responsible for proactively assisting with recommendations and delivery of new managed services to customers to increase customer satisfaction
5.Proactive engagement with the sales teams to assist, promote and identify the correct solutions for customers where necessary to increase customer satisfaction and retention

This role may suit candidates, who hold the following job titles: 1st line support, service desk support, desk top support, 2nd line support, onsite engineer, onsite support engineer

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).

Deerfoot is acting as an Employment Agency in relation to this vacancy.

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