Technical ICT Service Desk Engineer

Job description

·  Location
Liverpool, Merseyside
·  Salary
£ 18000 - £ 23000 / Year
·  Category
IT - Helpdesk, Technical Support
·  Job type
Permanent
·  Industry
IT and Telecoms
·  External Reference
JN-062019-72852

Fantastic opportunity to join a customer focused ICT Service Desk supporting the Emergency Services Sector. Suitable for those who are experienced service desk engineers or someone looking to break in to that field who has a solid grounding with IT Systems

Role Profile

Customer oriented ICT Technical Service Desk Engineer to join a fast-paced Service Desk. Providing a Single Point of Contact to internal and external end users, with a real focus on Customer Service. Working within a team who deal with a broad range of IT issues and resolve more than 65% of customer incidents without the need to engage other support teams. Responsible for providing technical assistance to diagnose, resolve and escalate incidents, requests and problems, ensuring work is completed in a timely fashion, whilst working to strict SLA's and KPI's

Typical Deliverables

·  Respond to support calls via telephone, email and Service Management Portal.

·  Recording detailed and accurate information from customers and colleagues on the Service Desk Management System, Remedy and ensure all tickets are fully updated, categorized, assigned and managed within SLA.s.

·  Provide technical advice, support and resolutions

·  Deliver strong first-time fix rates (65%)

·  Confidently provide clear, meaningful advice and instructions to end users with all levels of technical understanding.

·  Demonstrate a sense of urgency in a professional and calm manner and manage appropriate and realistic expectations to maintain excellent customer service

·  Provided end to end ownership of all incidents, requests, problems and changes.

·  Manage resolutions within strict SLA's and KPI's.

·  Liaise with 3rd party suppliers to ensure resolution to agreed SLA's and standards.

·  Work within the framework and guidelines of ITIL processes and policies, ensuring alignment to best practice.

·  Recommend procedure modifications or improvements to ensure a consistent excellent level of service is provided

·  Create and maintain knowledge base articles to share workarounds and document solutions for known issues.

·  Must be prepared to work a variety of shift patterns.

Business Operations Skills - Experience

·  Strong working knowledge of Windows Desktop Operating Systems, versions 7 through to 10, MS Office, PC's, Laptops and printers.

·  Solid understanding of setting up and managing users on MS Servers, MS Exchange, Office 365 and Active Directory.

·  Knowledge of VPN software, Email filters, MDM (Mobile Device Management)

·  A good understanding of networking concepts (TCP/IP, LAN/WAN, DHCP, DNS)

·  Solid experience in Customer Service and working in an ICT support role.

·  Experience with ITSM systems e.g. Remedy, ServiceNow

·  Experience of working with mobile devices, either Android or iOS.

Business Operations Skills - Qualifications

·  ITIL Accredited or working within ITIL frameworks

·  Ability to be security cleared

Behavioural Requirements

·  Excellent communication and interpersonal skills

·  Excellent telephone manner

·  Strong analytical and problem-solving skills, with a methodical and logical approach

·  Adaptable and flexible, able to work well under pressure, acceptable of change

·  Friendly and professional, ability to communicate with people at all levels

·  Capacity to work under own initiative and be self-sufficient in taking ownership of a given task or problem

·  Organisation and planning abilities, able to prioritise as required.

·  Commitment to quality and a thorough approach to work, ability to improve on current skill set and keep up to date with relevant technologies.

·  Ability to deal with difficult customers.

Excellent Employee Benefits:

telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

·  33 days holiday, including public holidays, plus the option to buy or sell five days each year

·  Company pension scheme

·  A range of family friendly policies including childcare vouchers

·  An employee-funded car leasing scheme

·  Occupational health support

·  Company Rewards Scheme

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy