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Service Desk Engineer
Location: Onsite - Reading, Berkshire
Shift pattern: Monday to Friday shifts between 7am and 7pm – 37.5 hours per week
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.
Main Duties 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 escalate when necessary
- Ensure requests are completed within agreed service level agreements (SLAs) and escalate 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
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Essential Knowledge, Skills & Experience
- MS-900 certified
- At least 1 year experience working within an MSP on an ITIL service desk
- Great customer service skills
- 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
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Desired Knowledge, Skills & Experience
- 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.
- Previous experience in a service desk/support role supporting multiple location/customers.
- 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.
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