Internal Recruiter - Ultima Business Solutions
Service Desk Engineer
Location
:
Reading (Onsite)
Shift pattern
:
Monday to Friday (8 hour shifts between 7am and 7pm)
ACCOUNTABILITIES / ROLE PURPOSE
This position is the first point of contact for users experiencing technical issues, providing timely and effective resolutions. The role encompasses a broad range of responsibilities, including troubleshooting hardware and software problems, maintaining user accounts, and assisting with IT-related escalations. The 1st Line IT Support Engineer collaborates closely with the IT team to deliver exceptional support and contribute to the overall objectives, KPIs and SLAs.
MAINDUTIES AND RESPONSIBILITIES
- Provide first-level technical support to end-users via various channels including phone, email, and via live chat
- Troubleshoot and resolve hardware, software issues related to desktops, laptops, printers, mobile phones, and peripherals
- Assist users in setting up and configuring software applications, email accounts, and network connections
- Document and prioritize user-reported incidents within the ITSM tool
- Document and prioritize user requests within the ITSM tool
- Ensure incidents are resolved within agreed service level agreements (SLAs) and escape when necessary
- Ensure requests are completed within agreed service level agreements (SLAs) and escape when necessary
- Identify knowledge gaps and flag them
- Updating of knowledge articles
- Creation of articles
- Meet the required monthly threshold for call and ticket quality
- Improve on problem areas once highlighted by the Quality Manager
- Adhere to all service desk policies
- Adhere to all Ultima policies
- Keep up to date on all policies
- Keep to scheduled working hours
(Please select all competencies required for the role to be effective)
- MS-900 certified
- At least 1 year experience working within an MSP on an ITIL service desk
- Ability to communicate effectively both verbally and in written format.
- An understanding of how to operate a Windows computer.
- Ability to use MS Office applications
- Ability to multitask.
- Customer First Behaviour
- Required to apply for DBS clearance
(Please select all competencies required for the role to be effective)
- A basic understanding of Active Directory and Exchange admin.
- AZ-900 certified
- SC-900 certified
- Proficient in MS Office Suite, 2013, 2016, 0365.
- Ability to organise and plan to ensure all deadlines are met.
- Possess excellent problem-solving skills.
- Have good computer hardware and software knowledge.
- Ability to work under pressure and to tight deadlines.
- Proven ability to build effective relationships with colleagues and customers, and within a team.
- Be able to contribute to individual, team and company targets and objectives.
- Be commercially minded with ability to work independently.
- Be conscientious with an attention to detail.
- Preferred experience using a Ticket Management Software, creating/updating & logging tickets.
- ITIL Foundation Certified.
(Please select all competencies required for the role to be effective)
- Adaptable – able to change tact or approach to ever changing circumstances with a proven ability to prioritise and plan
- Collaborative – you don’t operate in silos; you break them down and make connections. Empire-building is not your thing.
- A Listener – you listen to your customers and to the Ultima people working with those customers – you’re always on the lookout for opportunities to enhance the experience of our customers or for ways to help them.
- Creative – you’ll be flexible in your thinking – sometimes following the right process is the answer, and sometimes there just isn’t a process for the scenario.
- Empathetic – you can see the…
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).