Service Desk Engineer

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

Job summary

A leading technology service provider seeks a Service Desk Engineer to deliver exceptional customer support across various platforms. The candidate will handle support tickets, collaborate with team managers, and ensure high-performance standards are met. Key qualifications include relevant technical skills and fluency in English, making this role essential for maintaining a positive customer experience.

Qualifications

• Relevant technical skills required, validated via assessments or certifications.
• Strong communication and interpersonal skills are essential.
• Fluency in English, both written and spoken, is mandatory.

Responsibilities

• Answer calls from end-users, resolving issues on first contact when possible.
• Manage assigned tickets from various channels including phone and email.
• Communicate professionally with customers, adhering to performance targets.

Skills

Technical skills

Communication

Interpersonal skills

English fluency

Education

Pluralsight Foundation certification

Foundation level Microsoft certification

Job description

Service Desk Engineer

The Service Desk Engineer role is essential for providing effective and continuous support to clients. You will deliver exceptional customer service across various products, services, and platforms. Collaborating with the Lifecycle Coordinator(s) and Service Desk Manager, you will ensure tickets are handled efficiently, meet SLAs, and promote a positive customer experience.

Responsibilities:

1. Answer calls from end-users and resolve issues on first contact when possible.
2. Manage assigned tickets logged via phone, portal, booking systems, email, or chat.
3. Accurately record work and time, utilizing tools to enhance accuracy and timeliness.
4. Communicate professionally with customers through appropriate channels, ensuring clarity and standards are met.
5. Adhere to performance targets, including KPIs and SLAs.
6. Build strong relationships within the Service Desk team, other Managed Services teams, and the wider organization.
7. Collaborate with Team Managers, Team Leaders, and Account Managers to achieve positive customer outcomes.

Key Skills:

• Demonstrate relevant technical skills, validated via a Zenzero assessment or recognized vendor certifications.
• Possess Pluralsight Foundation certification at or above the average level.
• Hold a Foundation level Microsoft certification or equivalent.
• Exhibit strong interpersonal and communication skills.
• Fluent in English, both written and spoken.