Enterprise Service Desk Engineer – Hybrid & Growth

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

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.