IT Service Desk Engineer

Ascent People Ltd; Noordwes; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading company in the IT industry is seeking an IT Service Desk Engineer based in North West. This role involves providing high-quality IT support, troubleshooting issues, and maintaining business systems. The ideal candidate will have at least 3 years of experience in a similar role and a proactive customer service approach. The position requires commuting to the office five days a week and includes paid on-call and shift work.

Benefits

Bonus

Benefits

Paid on-call

Qualifications

• Minimum 3 years in a similar support role.
• Experience managing stakeholder expectations.

Responsibilities

• Provide high-quality IT support to the organization.
• Record and categorize IT issues accurately.
• Communicate professionally with end users.

Skills

Customer Service

Problem Solving

Communication

Education

ITIL qualification

Degree

Tools

Asana

Google Apps

Halo ITSM

Freshservice

Microsoft Office 2016/2019

Job description

IT Service Desk Engineer

Location: North West

Industry: IT

Salary: £30,000 - £35,000 per annum + Bonus + Benefits

Posted: 03/04/2024

Description

We are seeking an IT Service Desk Engineer for our client in Liverpool. This is an office-based role requiring commuting to the office five days a week. Our client is a well-established global company known for staff retention and is looking to expand their IT Service Desk team.

As an IT Service Desk Technician, you will handle IT support requests across the group, perform incident triage and troubleshooting, and escalate issues as necessary. A proactive customer service approach is essential.

Job Responsibilities

1. Provide high-quality IT support to the organization.
2. Record and categorize IT issues accurately.
3. Communicate professionally with end users to troubleshoot and resolve issues.
4. Maintain core business systems in collaboration with the Infrastructure team.
5. Adhere to SLAs set by the Service Desk Manager.
6. Assist in problem identification and resolution.
7. Document recurring issues in the knowledge base with Technical Authors.
8. Support active AV monitoring and respond to IT security issues.
9. Participate in out-of-hours support on a rota basis.
10. Configure equipment such as PCs, laptops, mobile devices, and tablets.
11. Perform other duties as necessary for the IT support services.

Experience and Qualifications

1. Minimum 3 years in a similar support role.
2. Experience managing stakeholder expectations, especially with difficult stakeholders.
3. Proficiency with tools like Asana, Google Apps, and ITSM software (Halo ITSM, Freshservice).
4. Experience with Google G Suite or Office 365.
5. Knowledge of Windows Desktop OS (Windows 10, 11), Android, and iOS.
6. Familiarity with Microsoft Office 2016/2019, Mitel VOIP systems, Mobile Device Management solutions like AirWatch.
7. Understanding of Windows Server, Active Directory, Citrix, VMWare, Cisco/Meraki, and Windows Deployment Services.
8. An ITIL qualification and a degree are advantageous.

Additional Information

The role is based in Prescot/near Liverpool and involves paid on-call and shift work. If you are an experienced 1st or 2nd line support technician seeking a new opportunity, please apply today.

Ascent People acts as an employment agency for this role. We welcome applicants of all ages and backgrounds.

Recruiter

Nadine Bramley

Phone: [phone]

Email: [e-mail]