Service Desk Engineer

Maxwell Bond; Maidenhead; On-site; GBP 22,000 - 28,000; Full time

Job summary

Maxwell Bond in Maidenhead is seeking an IT Service Desk Engineer to join a friendly, established team in the office five days a week. The role suits someone with 1–3 years of IT Service Desk experience who combines solid technical troubleshooting with excellent customer service.

You will be the first point of contact for users, handling incidents and requests via phone, chat, email and the self-service portal while meeting SLAs and ITIL practices to drive issues to resolution.

Qualifications

• At least 1 year of IT Service Desk experience.
• Experience providing support to users remotely.
• Good understanding of Microsoft operating systems and Office applications.
• Experience with ITSM / ticketing systems.
• Ability to troubleshoot and resolve common IT issues independently.
• Experience working in an SLA / KPI-driven environment.
• Strong communication and customer service skills.
• Friendly, approachable and confident dealing with users.
• Someone who takes ownership and is happy to help colleagues.
• Comfortable working in a busy Service Desk environment.

Responsibilities

• Provide 1st line IT support to internal and external users
• Act as the first point of contact for IT incidents and requests
• Handle support queries via telephone, chat, email and the end-user portal
• Troubleshoot hardware, software and application issues
• Take ownership of faults and requests through to resolution
• Record and maintain accurate incident and user information
• Prioritise, schedule and escalate to 2nd and 3rd line teams
• Keep users updated throughout the resolution process
• Work towards agreed SLAs and KPIs
• Maintain high levels of customer satisfaction and follow ITIL best practice

Skills

Customer service

Communication

Troubleshooting

Ownership

Teamwork

Tools

ITSM

Ticketing systems

ITIL

Job description

Working Pattern: 5 days per week in the office

We’re working with an established organisation looking to add an IT Service Desk Engineer to its team in Maidenhead.

This is a great opportunity for someone with around 1–3 years of IT Service Desk experience who combines solid technical troubleshooting skills with a friendly, approachable personality. You’ll be one of the first points of contact for users, so being confident speaking with people, taking ownership of issues and providing great customer service is just as important as the technical knowledge.

You’ll join an established Service Desk function with plenty of opportunity to develop your technical skills and progress your IT career.

Key Responsibilities

• Provide 1st line IT support to internal and external users


• Act as the first point of contact for IT incidents and requests


• Handle support queries via telephone, chat, email and the end-user portal


• Troubleshoot hardware, software and application issues


• Take ownership of faults and requests through to resolution


• Record and maintain accurate incident and user information


• Prioritise, schedule and escal…


• Escalate more complex issues to 2nd and 3rd line teams


• Keep users updated throughout the resolution process


• Work towards agreed SLAs and KPIs


• Maintain high levels of customer satisfaction and follow ITIL best practice

What We’re Looking For

• At least 1 year of IT Service Desk experience


• Experience providing support to users remotely


• Good understanding of Microsoft operating systems and Office applications


• Experience with ITSM / ticketing systems


• Ability to troubleshoot and resolve common IT issues independently


• Experience working in an SLA / KPI-driven environment


• Strong communication and customer service skills


• Friendly, approachable and confident dealing with users


• Someone who takes ownership and is happy to help colleagues


• Comfortable working in a busy Service Desk environment