Deskside Engineer

Lucid Connect Ltd; Lancashire; On-site; GBP 22,000 - 30,000; Full time

Job summary

Lucid Connect Ltd is hiring a Deskside Technician to act as the escalation point for technical issues that cannot be resolved by the 1st Line Service Desk. You will perform in-depth diagnosis and provide resolution of application and administrative IT problems via desk-side support.

You will work with a multi-vendor environment, maintain high service standards, and keep customers informed with regular updates.

Qualifications

• Experience in the customer-related industry.
• Experience in a multi-vendor environment on complex infrastructure advantageous.
• Proven ability to negotiate difficult situations to a successful conclusion.
• Deskside support experience and understanding of ITIL best practice.

Responsibilities

• Provide end-to-end ownership of incidents and service requests to resolve problems.
• Maintain regular status updates on open tickets and communicate with users.
• Build strong relationships with business users to ensure service delivery meets expectations.
• Maintain high standards of service and drive continuous improvement.
• Investigate and resolve desktop issues to ensure business continuity.
• Escalate to 3rd Line when deeper investigation is required.
• Support team objectives and share knowledge with colleagues.

Skills

Excellent communication

Attention to detail

Organised

Customer service

Self-starter

Education

ITIL Foundation

Job description

Lucid Connect are recruiting for a Deskside Technician on behalf of our client, a managed services provider. The purpose of this role is to act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues.

Key Responsibilities:

• Undertake work and activities which support the achievement of the IT Team objectives and in accordance to the customer’s process and procedures.
• Positively promote the IT Team in order to develop the team profile and that of the wider IT function.
• Participate in internal meetings, as required, in order to share and develop knowledge and best practice.
• Provide ‘end to end’ ownership of all incidents and service requests in order to ensure that problems are resolved effectively.
• Be proactive and ensure that regular status updates are provided to open tickets.
• Build and maintain strong and effective relationships with business users to ensure that service delivery meets their expectations.
• Ensure that high standards of service are maintained and improved upon to ensure continuous improvement.
• Investigate and resolve common desktop issues in order to ensure business continuity.
• Thoroughly investigate issues in order to accurately assess what further action is required and whether the issue needs to be escalated to the 3rd Line Team.
• Support others in the team in the achievement of their objectives.

Key Skills:

• Excellent communication skills (written and verbal)
• Keen attention to detail.
• Organised and able to prioritise workloads and workflows.
• Approachable and demonstrate outstanding customer service skills.
• Self-starter who can help to formulate tactical plans to achieve department strategy.

Experience & Qualifications:

• Experience within the customers related industry,
• Previous experience of working within a multi-vendor environment on complex infrastructure advantageous.
• Demonstrable experience negotiating difficult situations to a successful conclusion.
• Previously worked within a Desk Side environment and understand ITIL best practice.
• ITIL Foundation
• Microsoft Office/Windows 10/365

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values ‘Honesty, Integrity and Pragmatism’. We are proud to provide equal opportunities in line with our Diversity and Inclusion policy and welcome applications from all suitably qualified or experienced people, regardless of personal characteristics.

If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us via the details below.