Experis UK
Junior Incident Engineer
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Rate: £250 - £320 per day - Umbrella only
Duration: 6 months (Likely to extend)
Location: Glasgow - hybrid
Job Description
Will contribute to the Service Desks commitment of providing 1st line IT support. Providing support and visibility to our users and joining a team of analysts responding to and resolving requests for technical support and fulfilling service requests logged via our self-service ITSM tool.
Key Responsibilities
- Assist colleagues in their day-to-day role providing support.
- Resolve incidents for SLC and approved third-party employees by first-time fix while recording details on ITSM tool.
- Complete Service Requests (including password resets).
- Handle incident tickets from SLC and third-party employees; including contacting by phone when necessary.
- Create, administer, and remove account access for SLC and third-party employees under the Joiner, Mover, Leaver process.
- Assist with documents for internal processes, following ITIL recommended standards.
- Assist with maintaining and creating work instructions of existing and new tasks.
- Create documentation/Knowledge of first-time fixes for end users.
- Always ensure a high level of customer satisfaction.
- Escalate unresolved incidents to second-line support via the Incident Management process when appropriate.
- Assist with user account management and access control.
- Ensure that all relevant details are recorded in the relevant location during an Incident's lifecycle.
- Take ownership, where possible, of lower impact priority incidents.
- Manage your own workload and any additional relevant tasks, determined required by IT Management.
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Required Skill/ Experience
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- Excellent attention to detail
- Great interpersonal skills
- Strong general IT knowledge and experience
- Excellent analytical and problem-solving skills.
- Demonstrated customer service experience with excellent written and verbal communication skills.
- Capable of taking proactive actions and showing strong initiative.
- Ability to work effectively both independently and within a team environment.
- Knowledge of Microsoft Office suite of applications and SLC Core Applications.
- Experience of working with SLA's and KPI's.
- Good level of education including Maths and English at standard grade level or above.
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