Naukrijobs UK
Register
London Jobs
Manchester Jobs
Liverpool Jobs
Nottingham Jobs
Birmingham Jobs
Cambridge Jobs
Glasgow Jobs
Bristol Jobs
Wales Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Lead IT Helpdesk Engineer

PEM
Job LocationMilton, Cambridge
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Nature of workLeading and working closely with the team providing helpdesk support to our clients via telephone, remote connections and deskside assistance.Main responsibilities and dutiesTechnical

  1. Responding to issues raised through the helpdesk and providing technical support to clients to resolve within agreed timeframes.
  2. Ensure all support issues are logged and recorded on the ticketing system.
  3. Collect information on higher level support issues and escalating the details to appropriate team members for further action.
  4. Responsible for checking the Remote Management and Monitoring (RMM) systems, and ensuring any issues are followed up and addressed.
  5. Ensure appropriate documentation of systems and procedures is in place and maintained.
  6. Ensure technical skills are kept up to date and developed to enable the best service to clients and staff.
  7. Carry out any other ad-hoc tasks as required to contribute to the success of the business.
Managerial
  1. Oversee the Triage and First Line ticket queues, ensuring issues are actioned or escalated as required within agreed response times.
  2. Assist the helpdesk engineers in providing initial support response to resolve queries.
  3. Maintain and review appropriate SLAs and procedures to ensure expected customer service levels are met.
  4. Liaise with second- and third-line engineers to ensure escalated tickets are followed up.
  5. Effective management of own time to prioritise workload.
Commercial
  1. Ensure that the Service Desk delivers excellent Customer Service to clients.
  2. Identify opportunities to offer additional services and solutions to existing clients.
  3. To be an ambassador for 4Cambridge to promote and enhance our reputation.
Teamwork
  1. Work in a flexible and supportive manner, undertaking routine as well as challenging tasks.
  2. Contribute to and deliver improvements that support the continuous improvement of processes and controls within the team.
  3. To provide a positive service to all clients.
  4. To work with the team to help make 4Cambridge an enjoyable place to work.

APPLY NOW

Lead IT Helpdesk Engineer Related Jobs

© 2019 Naukrijobs All Rights Reserved