1st Line Service Desk Engineer

Advanced Resource Managers; Hoddesdon; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT support service provider is seeking a technical support professional to deliver first-line technical assistance and outstanding customer service. Responsibilities include logging support requests, providing onsite support and participating in continuous improvement initiatives. Candidates should have experience in a service desk environment, knowledge of Microsoft systems, and strong communication skills. A valid driver's license and proximity to Hoddesdon are required.

Qualifications

• Experience in a service desk or contact centre environment.
• Customer-facing roles.
• Understanding of Active Directory for user management.
• Knowledge of Microsoft Office.
• Familiarity with Microsoft Windows operating systems (up to Windows 11).

Responsibilities

• Provide prompt first-line technical support via telephone and in person.
• Log all support requests accurately in the ITSM tool.
• Deliver outstanding customer service.

Job description

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
• 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