Remote IT Service Desk Engineer: 1st Line Support Pro

QA Ltd; Slough; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

27 days annual leave

Private Medical Insurance

Pension Scheme

Cycle to Work

Employee Discounts

Development days

Job summary

QA Ltd in the United Kingdom is seeking a proactive IT Service Desk Analyst to provide 1st line support to internal and external users. You will handle incidents via phone, chat, email or portal, resolve faults, and keep customers informed of progress.

You will escalate complex issues to higher support levels while maintaining high customer satisfaction as part of a busy service desk team. ITIL knowledge and Active Directory experience are desirable.

Qualifications

• 1 year IT Service Desk experience required, supporting users remotely.
• Experience with Microsoft OS, Office apps, hardware, printers and bespoke apps.
• Good understanding of ITSM tools and SLA/KPI targets.
• Familiarity with Active Directory and supporting bespoke applications.

Responsibilities

• Adopt ITIL best practice to handle incidents via the Service Desk channels (phone, chat, email, portal).
• Escalate incidents to 2nd and 3rd line teams when required.
• Display excellent customer service and maintain high customer satisfaction levels.
• Record end user identification information accurately.
• Record incident details with a high level of accuracy.
• Carry out initial analysis on incidents and requests to determine next steps.

Skills

Results Driven

Taking Ownership

Collaboration

Continuous Learning

Analytical Thinking

Customer Focus

Education

GCSEs – A to C

ITIL or MCP certification (Not essential)

Tools

ITSM ticketing system

Active Directory

Windows 8/10

Job description

QA Ltd in the United Kingdom is seeking a proactive IT Service Desk Analyst to provide 1st line support to internal and external users. You will handle incidents via phone, chat, email or portal, resolve faults, and keep customers informed of progress.

You will escalate complex issues to higher support levels while maintaining high customer satisfaction as part of a busy service desk team. ITIL knowledge and Active Directory experience are desirable.