1st Line Service Desk Engineer

Arm; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A consultancy firm in Hoddesdon is seeking a 1st Line Service Desk Engineer for a 3-month contract. The role involves providing first-class ICT support to over 2,000 users, troubleshooting technical issues, and delivering exceptional customer service. Candidates should possess experience in a service desk environment and be skilled in technologies like Active Directory and Office 365.

Qualifications

• Experience in a service desk or contact centre environment.
• Strong verbal and written communication skills in English.
• Proficiency in Active Directory for user management.

Responsibilities

• Provide first-line technical support via telephone and in person.
• Log support requests accurately in the ITSM tool.
• Participate in team meetings and contribute ideas for improvement.

Skills

Customer-facing roles

Active Directory

Office 365

Microsoft Windows operating systems

Service desk or contact centre environment

Tools

ServiceNow

Document management systems

Job description

Overview

1st Line Service Desk Engineer – Fully on site in Hoddesdon, Herts • 3 Months initial contract • 200 per day (Inside IR35)

My client, a consultancy, are looking for a 1st Line Service Desk Engineer to join one of their customer's fast-paced team on an initial 3 month contract. The Service Desk Technician role is suited to a dynamic, proactive individual with a strong technical mindset and a passion for delivering first-class ICT support. You will support 2,000+ users across 100+ sites, providing troubleshooting and resolution for a wide range of technical issues.

Responsibilities

• Provide prompt and effective first-line technical support via telephone and in person, aiming for high first-time resolution rates
• Deliver onsite first-line support to head office visitors for immediate IT needs
• Log all support requests accurately in the ITSM tool, keeping tickets updated daily with progress notes and next steps
• Offer comprehensive first-line technical assistance, escalating when necessary with clear and detailed handover notes
• Deliver outstanding customer service with a positive, "can-do" approach in every interaction with colleagues and suppliers
• Actively participate in team meetings, contributing ideas for continuous improvement and identifying efficiencies
• Analyse ticket trends to support problem management efforts
• Share knowledge and best practices with the team to foster collaboration and learning
• Support ICT projects and carry out additional service desk duties as required by the ICT Service Desk Manager

Experience (Required)

• Service desk or contact centre environment
• Customer-facing roles
• Active Directory: creating and maintaining users
• Knowledge of Office 365
• Knowledge of Microsoft Windows operating systems (up to Windows 11)

Experience (Desirable)

• Previous IT support role
• Document management systems
• ServiceNow
• Network experience (LAN, WAN, Mobile)

Capabilities & Personal Qualities

• Customer-first mindset
• Resilient under pressure
• Proactive and autonomous
• Level-headed
• Strong verbal and written communication skills
• Clear spoken English
• Organised
• Collaborative team player

Other requirements

• Valid driver\'s licence
• Within a 45-minute commute of Hoddesdon

Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.