Desktop Support Engineer

Salary: £40,000 - £45,000
Location: London

We are working with a London based MSP who help organisations that rely on technology for critical operations, achieve and maintain a high-performance steady state. They have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions.

If you’re looking to develop your career in a high performing, dynamic team, where you can truly make a difference by delivering the technology that supports critical operations across the UK, this could be your ideal role.

About the role

The primary purpose is to build, sustain and continually improve an efficient, effective and profitable service desk delivering fast, reliable, friendly, proactive and expert 24x7 customer support.

This role is based in the office of one of their important customers, based in Central London and will require scheduled (and emergency) visits to other London based customers.

Responsibilities

• Working with the team to maintain a CSAT score of 8+ for all customers.
• Ensure 100% of new user requests are delivered on time and 100% of leaver requests are completed the day the user leaves.
• Acting as a technical point of escalation for service desk colleagues to help them resolve tickets the same day (preferably the same hour).
• Log tickets for the customer and ensure you are following the Incident Management process every time – “if it’s not in the ticket, it didn’t happen”.
• Maintain ticket Q so all tickets include a daily update. The standard is to avoid having tickets older than 2 weeks that do not have a full plan of action to move to resolution.
• Change Management – Ensure that you always log a change in accordance with their change management process to fix a fault or satisfy a work request.
• Help the Service Desk and wider teams quickly identify security or a major incidents. Update the customer every 30 minutes.
• React to monitoring alerts as soon as they are raised and work with Service Desk colleagues to ensure the incident is resolved as quickly as possible and to ensure they do not receive the alert again.
• Keep Knowledge Base updated so that others can resolve the issue if the alert is repeated in the future.
• Reduce ticket numbers by resolving the problem.
• Identify, apply and manage any required routine tasks and maintenance i.e. proactive server reboots and/or apply automation to remove manual work/process.
• Conduct weekly ticket reviews and monthly Service reviews with the customer.
• Manage and Maintain all Licensing and certificates.
• Patching & Vulnerability Management.
• Consider Information Security as part of the incident and security management process to ensure the confidentiality, integrity and availability of both internal and customer IT assets are maintained at all times.
• Manage ticket escalations with the team and the customer.
• Become an “expert” in the IT Service Management functions with ConnectWise.
• Continuously improve on process and efficiency within SOP’s and ConnectWise.