Service Desk Engineer

JR United Kingdom; Bradford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise de technologie de services gère un rôle essentiel de Service Desk Engineer, responsable de fournir un support technique de qualité aux utilisateurs. Le candidat idéal possédera des certifications techniques, d'excellentes compétences en communication et un engagement envers la satisfaction du client. Le poste exige une approche proactive dans la gestion des tickets et des relations avec les équipes internes pour garantir une expérience client réussie.

Qualifications

• Capacité technique à démontrer via évaluation ou certifications.
• Fluent en anglais, écrit et parlé.
• Capacités interpersonnelles nécessaires pour le rôle.

Responsibilities

• Répondre aux appels des utilisateurs et résoudre les problèmes.
• Travailler sur les tickets assignés pour une résolution rapide.
• Maintenir une communication claire et professionnelle avec les clients.

Skills

Compétences interpersonnelles

Communication professionnelle

Compétences techniques

Maîtrise de l'anglais

Education

Certification Microsoft Foundation ou équivalent

Tools

Outils de gestion des tickets

Zenzero technical assessment

Job description

Social network you want to login/join with:

The Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

Responsibilities:

• Answer phone calls from end-users and working to resolve issues, on first contact, where possible.
• Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Key Skills:

• This role requires that you can demonstrate a technical capability that is relevant to achieving the required duties and responsibilities. This may be via a Zenzero technical assessment, or by holding recognised vendor certification(s).
• Pluralsight Foundation role at Average, or above.
• Foundation level Microsoft certification, or equivalent.
• This role requires that you demonstrate the interpersonal and communication skills require to perform the role.
• Fluent in English, both written and spoken.