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Technical ICT Service Desk Engineer

Adecco
Job LocationLiverpool
EducationNot Mentioned
Salary£18,000 - £23,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Fantastic opportunity to join a customer focused ICT Service Desk supporting the Emergency Services Sector. Suitable for those who are experienced service desk engineers or someone looking to break in to that field who has a solid grounding with IT SystemsRole ProfileCustomer oriented ICT Technical Service Desk Engineer to join a fast-paced Service Desk. Providing a Single Point of Contact to internal and external end users, with a real focus on Customer Service. Working within a team who deal with a broad range of IT issues and resolve more than 65% of customer incidents without the need to engage other support teams. Responsible for providing technical assistance to diagnose, resolve and escalate incidents, requests and problems, ensuring work is completed in a timely fashion, whilst working to strict SLAs and KPIsTypical Deliverables

  • Respond to support calls via telephone, email and Service Management Portal.
  • Recording detailed and accurate information from customers and colleagues on the Service Desk Management System, Remedy and ensure all tickets are fully updated, categorized, assigned and managed within SLA.s.
  • Provide technical advice, support and resolutions
  • Deliver strong first-time fix rates (65%)
  • Confidently provide clear, meaningful advice and instructions to end users with all levels of technical understanding.
  • Demonstrate a sense of urgency in a professional and calm manner and manage appropriate and realistic expectations to maintain excellent customer service
  • Provided end to end ownership of all incidents, requests, problems and changes.
  • Manage resolutions within strict SLAs and KPIs.
  • Liaise with 3rd party suppliers to ensure resolution to agreed SLAs and standards.
  • Work within the framework and guidelines of ITIL processes and policies, ensuring alignment to best practice.
  • Recommend procedure modifications or improvements to ensure a consistent excellent level of service is provided
  • Create and maintain knowledge base articles to share workarounds and document solutions for known issues.
  • Must be prepared to work a variety of shift patterns.
    • Business Operations Skills - Experience
  • Strong working knowledge of Windows Desktop Operating Systems, versions 7 through to 10, MS Office, PCs, Laptops and printers.
  • Solid understanding of setting up and managing users on MS Servers, MS Exchange, Office 365 and Active Directory.
  • Knowledge of VPN software, Email filters, MDM (Mobile Device Management)
  • A good understanding of networking concepts (TCP/IP, LAN/WAN, DHCP, DNS)
  • Solid experience in Customer Service and working in an ICT support role.
  • Experience with ITSM systems e.g. Remedy, ServiceNow
  • Experience of working with mobile devices, either Android or iOS.
    • Business Operations Skills - Qualifications
  • ITIL Accredited or working within ITIL frameworks
  • Ability to be security cleared
    • Behavioural Requirements
  • Excellent communication and interpersonal skills
  • Excellent telephone manner
  • Strong analytical and problem-solving skills, with a methodical and logical approach
  • Adaptable and flexible, able to work well under pressure, acceptable of change
  • Friendly and professional, ability to communicate with people at all levels
  • Capacity to work under own initiative and be self-sufficient in taking ownership of a given task or problem
  • Organisation and planning abilities, able to prioritise as required.
  • Commitment to quality and a thorough approach to work, ability to improve on current skill set and keep up to date with relevant technologies.
  • Ability to deal with difficult customers.
    • Excellent Employee Benefits:telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:
  • 33 days holiday, including public holidays, plus the option to buy or sell five days each year
  • Company pension scheme
  • A range of family friendly policies including childcare vouchers
  • An employee-funded car leasing scheme
  • Occupational health support
  • Company Rewards Scheme
    • Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser Required skills
  • service desk

    • Keyskills :
    service desk

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