Enterprise Service Desk Engineer

Zen Internet Ltd; Milnrow; Hybrid; GBP 26,000 - 42,000; Full time

Benefits offered by this job

2x Life Assurance

25 days Annual leave

Private Medical Healthcare

Birthday day off

Car salary sacrifice

Flexible and Hybrid working

Free onsite parking

Onsite restaurant

Salary sacrifice Pension

Six monthly salary reviews

Nursery subsidies

Discounted mobile plans

Retail discounts

Job summary

Zen Internet Ltd is seeking a dynamic, customer-focused individual to join our Enterprise Service Desk. You will work in a team dedicated to delivering excellent service, diagnosing and troubleshooting issues, and guiding customers through changes and best practices.

You will collaborate with peers, stakeholders and senior managers to resolve incidents, log and prioritise tickets, and ensure service levels are met while maintaining clear communication with customers.

Qualifications

• Experience in an enterprise service desk or IT support role.
• Ability to diagnose and resolve technical incidents and advise on best practices.
• Experience working with stakeholders and customers up to senior managers.

Responsibilities

• Handle incoming incidents and change requests via phone and email, resolving at first point of contact where possible.
• Log, prioritise and own incidents, keeping customers informed throughout.
• Coordinate with 3rd party suppliers to facilitate resolution.
• Manage workloads and escalate to senior engineers when needed.
• Recommend process improvements to enhance customer experience.
• Lead customers through change management and ensure best practices are followed.
• Proactively monitor estates and document knowledge for colleagues.
• Escalate problems or risks to engineering/architecture teams as appropriate.

Skills

Customer-focused

Stakeholder engagement

Technical troubleshooting

Ticket handling

Tools

Ticketing systems

Networking basics

Job description

Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are. We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you. We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process. FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to. About the role Here at Zen, we are committed to creating an environment where people come first. Whether that is staff, customers or suppliers, our teams are motivated to deliver the absolute best service. We are seeking a dynamic and customer-focused individual to join our Enterprise Service Desk and to be part of a team with a reputation for delivering excellent service. You will have experience of working in a close team, collaborating and consulting with your peers, stakeholders and customers up to and including senior managers. You will be responsible for assisting customers in the operational management of their environment, diagnosing, and troubleshooting issues, advising of best practices, and leading on changes using your skills and experience to ensure robust solution management. If you are passionate about delivering service excellence, troubleshooting complex technical issues, and to be involved in latest networking and security technologies, we want to hear from you. What You'll Do Dealing with incoming incidents and change requests in a professional, courteous manner over the phone and via email, resolving at first point of contact and within agreed service levels. Correctly logging and prioritising incoming tickets, owning incidents, and ensuring that the customer is kept informed at all stages. Liaising with 3rd party suppliers and vendors as required to facilitate resolution of cases. Efficient workload management, understanding how and when to elevate to senior engineers within the support team. Identify areas where internal processes can be improved on or changed to provide a better experience to internal and external stakeholders. Leading and advising customers through change management, ensuring best practices are adhered to. Using your knowledge to identify better, more efficient ways for our Enterprise customers to achieve their results. Conducting estate management activities such as firmware updates, patching etc. Reviewing the estate to highlight devices and solutions that are EOL or due to become. Work closely with SMEs (Subject Matter Experts) and specialised teams to proactively identify activities to help build up on technology exposure and experience. Maintain and develop own knowledge and skills to stay relevant in the ever-evolving world of Managed Networks. Document and share knowledge and best practice with colleagues. Identify and escalation problems or service risks (where appropriate) into the engineering/architecture teams, engaging key stakeholders throughout. Monitoring the estate pro-actively, using key metrics to identify issues before they become problematic, and using your skills to resolve. Conduct audit activities on behalf of customers, ensuring their service remains optimal at all times. Operate in accordance with our policies, procedures, and processes. You will be part of the service desk on-call rota and also be required to carry periodic out-of-hours work. Wh at You'll Bring Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days' paid leave per year for voluntary work