Service Desk Engineer

DCS Recruitment Limited; Lincoln; On-site; GBP 24,000 - 26,000; Full time

Job summary

An established industry player is seeking a Service Desk Engineer to enhance their growing team in Lincoln. In this role, you will be the first point of contact for end-users, addressing technical issues and providing exceptional customer service. Your responsibilities will include managing support requests, documenting incidents, and delivering hardware support when necessary. This position offers a dynamic work environment where your technical skills will be continuously developed. If you are driven, adaptable, and eager to contribute to a fast-paced IT landscape, this opportunity is perfect for you.

Benefits

Paid Annual Leave

Company Pension

Health and Well-being Scheme

Qualifications

• Minimum 2 years experience in service desk or IT support.
• Strong troubleshooting and problem-solving skills.

Responsibilities

• Respond to incoming support tickets via phone, email, and face-to-face.
• Manage support requests ensuring accurate resolutions.

Skills

Troubleshooting

Problem-Solving

Customer Service

Communication Skills

Adaptability

Job description

Overview:

DCS Technology are proudly working in partnership with our client based in Lincolnshire. We're searching for a Service Desk Engineer to join their team due to organisational growth.

As Service Desk Engineer, you will be the first point of contact for the end user for all trouble-shooting and technical issues.

Responsibilities:

• Respond and provide swiftly and professional to incoming support tickets via phone, email and face to face.

• Manage and take ownership of assigned support requests ensuring an accurate and first-time resolution.
• Document, log and categorise incidents and issues in-line with organisation policy & procedure.
• Deliver hardware and server-based support when immediate solutions are not possible upon first attempt.
• Investigate and conduct thorough diagnostics with the end-user to enable a first-contact resolution or decrease support requests in the future.
• Conduct administrative tasks to meet enable smooth operations such as
• Create and erase new or past employee accounts
• Keep stock of IT assets and equipment assignments
• Oversee and document IT equipment movements (new user kits, office re-locations etc.)
• Review and track event logs
• Document procedures and processes.
• Resolve and diagnose technical issues with a focus on delivering excellent customer service.
• Develop and build technical knowledge/skills continuously to support first-time ticket resolution.
• Escalate identified recurring issues or potential operational risks to the appropriate team or stakeholder.
• Share and encourage best practices with your team and wider business colleagues.

What will you bring? (Experience and skills)

• A minimum of 2 years industry experience in a service desk or IT Support environment.
• Tech savvy with strong troubleshooting and problem-solving skills.
• Deadline driven with the ability to deliver high quality service in a fast paced environment.
• Clear and confident verbal and written communicator.
• Able to translate technical concepts to non-technical stakeholders.
• Dynamic and adaptable to technology trends and an evolving IT estate.
• Adept to working within service level agreements (SLA's) and ticket escalation procedure.

What can you expect in return?

Salary: 24,000 to 26,000 per annum

Working model: Office based

Benefits: Paid annual leave, company pension, health and well-being scheme,

Location: Lincoln

Please note this role requires full UK RTW - no sponsorship or relocation support is offered!

All applicants must be based in the UK to be considered!

DCS Recruitment and all associated companies are committed to creating a working environment where diversity is celebrated and everyone is treated fairly, regardless of gender, gender identity, disability, ethnic origin, religion or belief, sexual orientation, marital or transgender status, age, or nationality