Service Desk Engineer – to £30k

• Are you a Service Desk Engineer looking to work with good MS stack technologies?
• Can you work in a disciplined manner as part of a structured team?
• Do you want a role with clear progression to 2^nd Line?
• Can you bring great Service attitude with strong technical ability?

If the above sounds like you, this role is working with an established and successful company where your skillset and career will be developed.

What will you be doing?

The Service Desk Engineer will ensure the recording of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups within the IT Team. The role requires experience in technical troubleshooting, first point contact with end-users and customer service.

• Triaging issues and service requests via phone , e-mail and in person.
• Troubleshooting colleagues’ issue(s) and resolve upon first contact, when possible.
• Fulfilling requests to agreed delivery timescales.
• Recording and documenting accurately all details of the issue(s) or service request, including categorisation and priority into the IT service desk tool.
• Providing "how to" assistance on all internally supported devices and systems.
• Escalating issues and requests to appropriate specialist support groups / subject-matter experts in accordance with service-level agreements, following up as appropriate.
• Leveraging internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
• Responding to colleague inquiries regarding the status of incident/service request tickets, performing follow-ups.
• Contributing to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Building relationships with specialist support groups / subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.

What experience do you need to demonstrate to be successful?

Service is as much about your attitude as your technical skills. The successful candidate will understand how to deliver great colleague facing Service as part of a strong and focussed IT Service Desk. The Service Desk is a vital colleague facing part of a bigger IT team, therefore experience of how to work with other areas of an IT Team is essential.

Essential:

• Excellent customer service, stakeholder management and third-party management skills.
• Strong troubleshooting skills.
• Solid written and verbal communication skills.
• Strong time management skills.
• Self-motivated and able to work in a fast-paced and constantly changing environment.
• Ability to learn new technology and applications.
• Excellent understanding of Windows 10, Windows Server 2012/2016, O365,  legacy Microsoft Office, Microsoft Active Directory.
• Installation and configuration of business software.
• Troubleshoot and resolve printing problems.
• Find solutions to problems and have a hands-on approach to support activities.

Experience

Essential:

• 1 - 3 experience in a technical troubleshooting and/or first point contact with end-users and/or customer service role.
• 1-2 years relevant support experience of Microsoft applications

Desirable:

• Previous experience of working within manufacturing industries.

What is in it for you?

This role is with one of the best employers in Cumbria. They take their recruitment process and retention of great staff very seriously. They employ >1400 people worldwide and has production sites in Australia, Belgium, Germany, Poland, Mexico, and the United Kingdom. The company is focused on high-quality, value-added products, strong customer relationships, Research & Development and excellent service. They are well respected and successful in their industry.

• 25 days annual leave per annum plus Bank Holidays
• Company pension, matched to 9%
• Discretionary bonus scheme based on company performance.
• Private medical insurance
• Healthshield care plan
• Cycle to work scheme.
• Employee discount
• Wellness programme

Roles where you can be influential in growth and change whilst being supported by a company who understand the value of staff retention do not come around very often. This is an opportunity to drive value whilst being valued.