Ict jobs in United Kingdom
1st Line Service Desk Engineer
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1st Line Service Desk Engineer
Job summary
A leading IT support service provider is seeking a technical support professional to deliver first-line technical assistance and outstanding customer service. Responsibilities include logging support requests, providing onsite support and participating in continuous improvement initiatives. Candidates should have experience in a service desk environment, knowledge of Microsoft systems, and strong communication skills. A valid driver's license and proximity to Hoddesdon are required.
Qualifications
- Experience in a service desk or contact centre environment.
- Customer-facing roles.
- Understanding of Active Directory for user management.
- Knowledge of Microsoft Office.
- Familiarity with Microsoft Windows operating systems (up to Windows 11).
Responsibilities
- Provide prompt first-line technical support via telephone and in person.
- Log all support requests accurately in the ITSM tool.
- Deliver outstanding customer service.
- Provide prompt and effective first-line technical support via telephone and in person, aiming for high first-time resolution rates
- Deliver onsite first-line support to head office visitors for immediate IT needs
- Log all support requests accurately in the ITSM tool, keeping tickets updated daily with progress notes and next steps
- Offer comprehensive first-line technical assistance, escalating when necessary with clear and detailed handover notes
- Deliver outstanding customer service with a positive, "can-do" approach in every interaction with colleagues and suppliers
- Actively participate in team meetings, contributing ideas for continuous improvement and identifying efficiencies
- Analyse ticket trends to support problem management efforts
- Share knowledge and best practices with the team to foster collaboration and learning
- Support ICT projects and carry out additional service desk duties as required by the ICT Service Desk Manager
- Service desk or contact centre environment
- Customer-facing roles
- Active Directory: creating and maintaining users
- Knowledge of Office
- Knowledge of Microsoft Windows operating systems (up to Windows 11)
- Previous IT support role
- Document management systems
- ServiceNow
- Network experience (LAN, WAN, Mobile)
- Customer-first mindset
- Resilient under pressure
- Proactive and autonomous
- Level-headed
- Strong verbal and written communication skills
- Clear spoken English
- Organised
- Collaborative team player
- Valid driver's licence
- Within a 45-minute commute of Hoddesdon
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.