IT Support Engineer Entry Level

Adecco; Eastleigh; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading recruitment agency in Eastleigh is seeking an entry-level IT Support Engineer to manage IT equipment returns, troubleshoot incidents, and ensure compliance with service agreements. The ideal candidate will have excellent customer experience skills, a full UK driving licence, and the ability to work in ICT operational delivery. This role involves liaising with third-party suppliers and delivering services according to performance indicators, making it a great opportunity for someone looking to start their career in IT.

Qualifications

• Must have a full UK driving licence.
• Previous experience in ICT operational delivery.
• Proven experience supporting Windows 10 and other devices.

Responsibilities

• Provide excellent customer experience to the user base.
• Troubleshoot and resolve incidents within SLAs.
• Identify service improvements in EUD service delivery.

Skills

Customer experience ethos

Troubleshooting and diagnostics

Good communication

Ability to follow procedures

Education

ITIL V3 Foundation or ITIL V4 equivalent

Tools

ServiceNow

Job description

Overview

IT Support Engineer - Entry Level Adecco•Southampton, Hampshire

Role

Working in the IT department and will mainly be managing the return of different IT equipment from mobile phones, laptops, radios, body cams etc. As well as liaising with 3rd party suppliers to make orders for equipment and checking incident reports.

Responsibilities

• Provide an excellent customer experience to the forces user base, providing the support in line with business impact to reduce the impact of any service disruption to the forces.
• Coordinate the onboarding of new starters to ensure the agreed experience level agreements are achieved.
• Troubleshoot and resolve EUD incidents, requests and problems within the agreed Service Level Agreements, identifying any patterns and trends within the EUD services and taking proactive measures to raise as problems.
• Ensure the EUD Senior Engineer is aware of any changes required to documentation and knowledge articles.
• Support the schedule of moves, projects and events.
• Follow the processes and procedures which are put in place with a strong focus on asset management governance.
• Identify any service improvements within the EUD service delivery, highlighting to EUD Senior Engineers.
• Deliver services to the agreed Key Performance Indicators, User Experience Agreements and Service Level Agreements.

Knowledge and skills

• Excellent customer experience ethos.
• Ability to follow documented procedures and processes.
• Troubleshooting and diagnostics skills.
• Good communication skills.
• Must have capability to travel to different locations across both Forces and undertake all assignments in a timely manner. For this reason a full UK driving licence is considered essential.
• Previous experience working in ICT operational delivery.
• Proven experience of supporting Windows 10, smartphones, laptops and desktops.
• Previous experience of resolving incidents, requests and problems.
• Proven experience of identifying and delivering service improvements.
• ITIL V3 Foundation or ITIL V4 equivalent
• Experience using ServiceNow.
• PLEASE NOTE: due to Police Criteria you must have lived in the UK for at least the last 5 years in order to apply for this position.

Eligibility & Equal Opportunity

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.