IT Service Desk Engineer

Responsibilities

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software Service Now.
• Become familiar with helpdesk policies and services.
• Become familiar with every team within the IT department and collaborate well to solve more complex problems.
• Be willing to work on other duties as assigned by the IT Service Manager and IT Service Desk Team Lead.
• Provide technical support via remote access, answering support queries and tickets onsite or via phone or email.
• Maintain the gold standard of customer service for all support queries and always adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Respond to enquiries from customers and help them resolve any hardware or software problems that are within our supported scope.
• Support users in the use of computer equipment by providing necessary training and advice.
• Allocate more complex service issues to the escalations team.
• Arrange for external technical support where problems cannot be resolved in house.
• Carry out on-call duties for P1 incidents - on a rota system for 1 week at a time, between the hours of 18:00–20:00 Mon-Fri and all-day Saturday.

• Working knowledge of Active Directory
• Working knowledge of Office 365
• Working knowledge of hardware troubleshooting (PC peripherals and imaging of PCs)
• Light networking knowledge