IT Service Desk Engineer

QA; Slough; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

27 days annual leave

Private medical insurance

Pension scheme

Early Friday finish

Job summary

QA is seeking a 1st line IT Service Desk analyst to provide remote support to internal and external customers in the UK. You will log incidents, perform initial analysis, and communicate progress while maintaining high customer satisfaction.

Ideal candidates will have 2 years of remote IT service desk experience, familiarity with Windows and Office, and knowledge of ITSM tooling and SLA targets. The role offers strong learning opportunities and growth within QA.

Qualifications

• 2 years IT Service Desk experience required – specifically supporting users remotely.
• Experience supporting Microsoft operating systems, Microsoft Office applications, computer hardware, printers and bespoke applications.

Responsibilities

• Adopt ITIL best practice to handle incidents and requests via phone, chat, email or portal.
• Escalate incidents to 2nd and 3rd line teams when required.
• Deliver courteous, timely and effective resolutions with high customer satisfaction.
• Record end user details and incident data accurately.
• Perform initial analysis to determine next steps and priorities.
• Prioritise, schedule and escalate as needed.

Skills

Customer service

Remote support

Analytical thinking

Ownership

Team collaboration

Continuous learning

Education

GCSEs A-C

ITIL or MCP certification (Not essential)

Tools

ITSM tools

Active Directory

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 escal…

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

• 2 years 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

• 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/