The service desk engineer is responsible for managing the life-cycle of all service-raised incidents (incident control) and all service tickets (ticket control), requiring the use of ITSM and knowledge management tools. In this role, you will be the first point of contact for all incidents and tickets, responsible for updating customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services.
This role works on-site, maintaining hardware and fixing technical problems as quickly as possible.
At this role level, you will:
- provide first-time resolution by troubleshooting, diagnosing and fixing faults
- escalate more complex faults to senior members of the IT team to investigate and resolve
- coach associates and share knowledge with team colleagues
Requirements
- Supporting the IT Team by using the ITSM, monitoring service ticket assignment, and ensuring delegation to the correct internal and external resources through the Service Desk.
- Work efficiently and effectively to ensure requests meet defined service level objectives (SLOs).
- Reporting issues via escalation processes and acting as point of contact between customers and resolver groups (internal and external) to ensure issues are resolved within defined SLO.
- Managing Company assets: building devices for new starters, ensuring these meet the agreed Baseline Device Configurations and issuing new assets, securely wiping devices of leavers and recovering.
- Engage with HR for JML including setup of new accounts for starters and disabling accounts for leavers, access control reviews and changes for movers.
- Using the procurement system to purchase IT related applications, services, systems, and infrastructure, obtaining competitive quotations whilst helping to minimise budget spend.
- Using the ITSM and associated tools to develop and prepare monthly KPI reports.
- Identifying trends in service requests to improve service delivery.
- Supporting the business and the IT Team by being proactive to drive tasks through to completion.
- Working with the IT Team to evaluate and analyse potential suppliers.
- Cultivating relationships with suppliers to maximise the potential for keeping costs as low as possible.
- Helping the IT Team to determine supply needs and research potential suppliers, providing recommendations to meet demand side procurement.
- Operational management and support for SharePoint to ensure users have appropriate access and for removing and changing access where necessary.
- Supporting the IT Infrastructure Manager with the setup and activation of Phishing simulations.
- Ensuring that users understand and meet minimum security standards and reporting any security events that may arise.
SKILLS
- Asset & Configuration management [Working] You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas; verify the location and state of assets.
- Change management [Awareness] You can implement changes based on requests; apply change control procedures.
- Continual service improvement [Awareness] You can show an awareness of developing process efficiency and common ways in which processes are optimised; support specific activities to improve processes; spot obvious deficiencies
- Incident management [Awareness] You can identify and register incidents, gathering the required information and allocating it to the appropriate team; you can use and maintain the IT Service Management tool.
- Information Security [Awareness] You can discuss information security and the security controls that can be used to mitigate security threats within solutions and services; maintain confidentiality of highly sensitive information.
- Interpersonal skills [Practitioner] Ability to work with a wide range of people at all levels; positive attitude, quick learner, disciplined and able to work under pressure; excellent communication skills.
- Ownership and Initiative [Working] You can own an issue until a new owner has been found or the problem has been mitigated or resolved; work effectively on own initiative and as part of the team; excellent organisation skills and disciplined timekeeping.
- Problem Management [Awareness] You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational); contribute to the implementation of remedies and preventative measures
- Service reporting [Awareness] You can collate data from systems (such as the ITSM) and provide basic reporting
- Technical specialism [Awareness] You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks; excellent PC skills including Word, Excel, Outlook, PowerPoint; some administration of Office 365
- Technical understanding [Awareness] You can show an awareness of the core technical concepts related to the role and a high level understanding of what it involves.
- Testing [Awareness] You can correctly execute test scripts under supervision; understand the role of testing
- Troubleshooting and problem resolution [Working] You can troubleshoot and identify problems across different technologies
- User focus [Working] You can identify and engage with users or stakeholders to understand and work to meet their needs
Qualifications and Education Requirements
- A minimum of 2 years’ experience in a similar or equivalent role.
- A technical qualification, either at College or University level, would be advantageous.
Benefits
- Generous Salary and Annual Bonus
- Stock Options
- Contributory Pension Scheme
- 25 days Annual Leave + Public holidays
- Cycle To Work Schemes (Salary Sacrifice)
- Car Scheme (Salary Sacrifice)
- Employee Assistance Programs
- Discounts Platform
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Last updated on Aug 1, 2024