IT Service Desk Engineer

QA; Slough; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

27 days Annual Leave (4 days festive)

Holiday Buying scheme

Medicash plan

Wellhub

Cycle to Work scheme

Private Medical Insurance

Employee Assistance Programme

Employee Discounts Benefit Hub

3 Development days

2 Charity days per year

Pension Scheme

Early Friday Finish at 4pm

Job summary

QA in the United Kingdom is seeking a motivated IT Service Desk analyst to provide 1st line support to internal and external customers. You will respond to incidents via phone, chat, email or end-user portal and take responsibility for faults while keeping customers informed of progress.

Tasks include following ITIL practices, escalating where needed, and maintaining high ticket quality and SLA adherence as part of a collaborative team focused on learning and service excellence.

Qualifications

• 1 year IT Service Desk experience supporting users remotely.
• Experience with Windows 8/10 and Office 2016.
• Knowledge of Active Directory and bespoke applications.
• ITIL or MCP certification (Not essential).

Responsibilities

• Handle incidents and requests via telephone, chat, email or end-user portal.
• Escalate incidents to 2nd and 3rd line teams as needed.
• Maintain high customer satisfaction and adhere to SLAs.
• Record end user identification information accurately.
• Record incident details and perform initial analysis to determine next steps.
• Prioritise, schedule and escalate incidents when required.

Education

GCSEs A-C

Tools

ITSM tools

Job description

About The Role

What you’ll be doing?

You will provide 1st line support to internal and external customers. Being the first point of contact, you will to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress

Key Responsibilities

• Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, chat, email or end-user portal to ensure courteous, timely and effective resolution of end user issues.
• Escalate incidents where required to 2nd and 3rd line teams.
• Display excellent customer service and maintain outstanding customer satisfaction levels.

Record end user identification information.

Record incident details with a high level of accuracy.

Carry out initial analysis on incidents and requests to assess appropriate next steps.

Prioritise, schedule and elevate incidents as and when required.

KPIs and SLAs

• Maintain over 95% of tickets resolved within SLA
• Daily target of 30 resolved tickets

About You

Core

• Results Driven
• Taking Ownership
• Collaboration
• Continuous Learning

Role Specific

• Analytical Thinking
• Customer Focus

Your Experience

• 1 year IT Service Desk experience required – specifically supporting users remotely.
• Supporting Microsoft operating systems, Microsoft office applications, computer hardware, printers and bespoke applications

Your Knowledge

• A good understanding of using ITSM (ticketing) tools along with working with SLA/KPI targets.
• Deep knowledge of Microsoft-based operating systems with emphasis on Windows 8/10 and Office 2016.
• Solid understanding and experience of Active Directory and supporting bespoke applications.

Your Qualifications

• ITIL or a MCP certification (Not essential)
• Good GCSE’s – A to C

What you’ll bring to QA

• Passionate for customer service and IT
• Eagerness to learn

About Us

Wellbeing & benefits

Your wellbeing matters to us. That’s why we offer benefits designed to help you recharge and thrive, including:

• 27 days Annual Leave (4 days used for the festive closure) plus Bank Holidays
• Holiday Buying scheme
• Medicash plan, Wellhub, Cycle to Work scheme
• Private Medical Insurance at corporate rates
• Employee Assistance Programme
• Employee Discounts Benefit Hub
• 3 Development days
• 2 Charity days per year
• Pension Scheme
• Early Friday Finish at 4pm

Personal growth

Learning and opportunity is at the core of what we do - and that applies to you too!
You’ll have the unique opportunity to develop your skills on our QA authored courses in the latest tech (you’ll get 3 training days/year to do this). You can also delve deep into our world-class digital learning content on a variety of tech and business topics. Or perhaps you’d like to enrol on a Degree or Masters programme to enhance your skillset or learn new things.

Our people

We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual orientation, or if you are disabled or a carer, we welcome you and the different perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity.

As a Disability Confident Employer, we guarantee that all applicants with a disability who meet the role criteria will progress to the next stage of the process. Please let us know if you require any reasonable adjustments.

A little about QA

At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners in the last 3 years.

Our Mission

We teach the critical AI, technology, digital and Human skills needed to transform and succeed in a changing world. We do this through tailored learning programmes that connect learning across an organisation, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solutions draw from deep expertise across Apprenticeships, Instructor-led training, Self-paced Learning and Blended Learning.

You can find out more about us at https://www.qa.com/about/careers/