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Service Desk Engineer

JJ Associates
Closing date
26 Jul 2021

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Technology & New Media
Contract Type
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Job Details

Job title: Service Desk Engineer

Location: Manchester

Salary: £20-25k p.a.

The Application Support Consultant will work on the service desk supporting general IT and in-house applications providing exceptional product support to both customers and colleagues alike.

Main Duties and Responsibilities

* Assist the Service Desk with the resolution of customer-reported technical incidents, queries and service requests.

* Application support - remote support and troubleshooting of all customer-related technical issues from a predominantly Kofax-based environment but including a wide range of other document management solutions including proprietary software and solutions.

* Maintain an asset and contract database, tracking changes and updating when applicable.

* Maintain and manage a technical knowledge base.

* User administration on several web-based document management solutions, including user training.

* Assisting with the implementation of bespoke customer solutions, including remote installation of hardware, software and custom-coded components.

* Create and maintain support documentation based on bespoke customer solutions, and ad-hoc creation of customer-target user guidance documents.

* Take ownership of all assigned tickets, following up with the end-user and communicating updates in a timely manner.

* Maintain awareness of software updates in client software, e.g. compatibility implications and functionality developments.

* Develop technical knowledge of new applications in line with business requirements.

* Integrate with the wider IT, Operations and Professional Services teams, assisting with various internal and external projects where required.

* Always maintain a high level of customer service with each customer interaction.



* Excellent communication skills - written and verbal

* Team player, someone who gains respect and maintains relationships across all areas of our business.

* Professional and confident.

* Organised, with the ability to juggle conflicting priorities and effectively prioritise.




* Previous Incident Management experience including the management of raised tickets, managing customer expectations and keeping the customer informed


* Experience within a development environment.

* Experience within automation or document management.

* Customer facing deliveries

* Worked within an ITIL lead department.



* Strong working knowledge of Microsoft Windows 7 / 10 & Microsoft Server 2008, 2012 and 2016.

* Experience with Active Directory


* IIS skills.

* SQL management and scripting

* Working knowledge on creating and executing PowerShell scripts.

* C
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