Service Desk Engineer - office based contract
Mar 15, 2025
Service Desk Engineer 6-month Contract officed based
The role will be to proactively ensure that all clients receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agrees service levels.
Key Responsibilities:
To handle incoming technical support incidents, requests and changes.
Management of personal call queue, ensuring calls are closed in a timely fashion.
Provide updates and ensure ongoing customer communication is maintained.
Resolution of calls ranging from simple password resets to complex server queries.
Escalation of calls to 3rd Line Team as necessary.
To work as part of a close-knit and highly skilled team of Engineers.
Provide excellent customer service.
Work with other internal teams (3rd Line Technical Delivery Teams, Development, Projects, etc.)
You will contribute to service desk incidents through to completion, recognising when escalation is required for the quickest resolution for the client. You will provide clients with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher-level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets fully updated in real time. Other responsibilities will involve performing on-site client visits as a representative of the company where necessary to resolve a technical incident.
The Candidate:
The ideal candidate will have IT service background (not essential), with impeccable customer service skills. They will be proficient in Microsoft Windows Servers, Microsoft Exchange, and Microsoft 365 along with Active Directory.
Key Skills:
Good knowledge and experience with Exchange and Microsoft365.
Strong knowledge of Windows 10 operating systems.
Good understanding of Microsoft Office software
Experience working with servers (Server 2008, 2012, 2016 &2019)
Experience of Cisco Meraki networks, devices and configurations.
Experience of Managing, creating and administering internal WiFi networks.
Any MCP or MCSA qualifications or working towards one would be highly beneficial.
Excellent communication skills, both written and verbal.
Friendly, confident and professional telephone manner.
Eager to learn new skills and invest in personal development.
Good attention to detail with well-developed problem-solving skills.
Time management skills with the ability to prioritise effectively.
Self-motivated with the ability to work alone and as part of a team.
Minimum of three years in technical support.
