IT Service Desk Engineer

Ascent People; Manchester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global company is seeking an IT Service Desk Engineer in Liverpool to provide high-quality IT support, handle requests, and maintain core systems. This role involves troubleshooting IT issues, maintaining effective communication with users, and complying with SLAs. Candidates with strong technical skills and customer service experience are encouraged to apply.

Qualifications

• 3+ years in IT Service Desk roles.
• Experience with stakeholder management.
• Knowledge of ITIL and degree preferred.

Responsibilities

• Provide high-quality IT support and resolve issues.
• Maintain core systems and adhere to SLAs.
• Support problem identification and resolution.

Skills

IT Support

Customer Service

Troubleshooting

Education

ITIL qualification

Degree in IT or related field

Tools

ITSM Software (Halo ITSM, Freshservice)

Google G Suite

Windows Desktop Operating Systems

Microsoft Office (2016, 2019)

Mobile Device Management Solutions (AirWatch)

Job description

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IT Service Desk Engineer – Liverpool, Office based, Please only apply if you can commute to the office 5 days a week

My client is a global company that has been established for many years. They have an excellent reputation for staff retainment and are looking to expand their IT Service Desk team.

As an IT Service Desk Technician, you will be responsible for accepting, logging and responding to IT support requests from across the group. You will be responsible for initial incident triage and troubleshooting before either resolving the issue or escalating to the relevant team. A proactive approach to customer service and support is necessary to succeed in this role.

Job responsibilities for the IT Service Desk role

* Provide high quality IT support to the group.
* Categorise and record IT issues.
* Communicate with end users professionally in order to triage and troubleshoot issues as they arise.
* Maintain core business systems, working closely with the Infrastructure team.
* Adhere to strict SLAs provided by the Service Desk Manager.
* Support problem identification and resolution.
* Coordinate with Technical Authors to ensure repeat problems/requests are documented in the knowledge base.
* Participate in active AV monitoring and support IT security response to any issues.
* Provide out-of-hours business-critical support as part of a rota.
* Configure equipment for business purposes, including PCs, laptops, mobile devices, and tablets.
* Any other duties deemed necessary for the successful running of the IT support services

Experience/Background needed for the Service Desk role;

* 3 + years in a similar role.
* Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.
* Experience using tools such as Asana, Google Apps, and ITSM Software such as Halo ITSM or Freshservice
* Google G Suite (Gmail, Google Chat, Google Docs) preferred but equivalent experience with Office 365 considered.
* Windows Desktop Operating Systems (Windows 10,11).
* Android Mobile and Apple iOS Operating Systems.
* Microsoft Office 2016 and 2019.
* Mitel VOIP Phone Systems or equivalent VOIP Phone Systems.
* Experience using Mobile Device Management Solutions such as AirWatch.
* Windows Server Operating System, Active Directory – User Administration.
* Knowledge of Citrix, VMWare, or Cisco / Meraki Technologies (advantageous).
* Windows 10 Deployment (WDS).

An ITIL qualification and ideally degree educated would be a bonus.

The role is situated in my client’s offices in Prescot/near Liverpool and will involve paid-on-call and shift work

If you are an experienced 1st, 2nd line support Service Desk Technical looking for a new role then please apply today

Ascent People is acting as an employment agency for this role and applicants from all ages and backgrounds will be considered.