Shaw Daniels Solutions
Service Desk Engineer
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IT Support Services Agent
Location: Farnborough
Our Client
They're looking for an IT Support Services Agent to join their team in Farnborough. This is an exciting opportunity to provide first-class IT support in a dynamic environment, working with modern technologies alongside some of the industry's brightest minds.
The Role
As an IT Support Services Agent, you'll be the first point of contact for IT support, delivering exceptional customer service to colleagues across the business. Supporting both traditional on-premises infrastructure and modern Microsoft Azure cloud environments, you'll play a key role in ensuring users receive timely and effective technical assistance.
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You'll handle a variety of incidents, service requests, and technical queries, helping to maintain a reliable and efficient IT service.
Key Responsibilities
- Deliver first-line IT support via phone, email, remote support tools, and the IT Service Management (ITSM) platform.
- Diagnose and resolve hardware, software, networking, and user account issues across a range of technologies.
- Escalate more complex technical issues to Senior Support Services Agents or 2nd and 3rd Line Support teams where appropriate.
- Manage the full lifecycle of the corporate mobile estate, including provisioning, configuration, support, and decommissioning of iPhones and iPads.
- Provide clear, professional, and customer-focused communication to users with varying levels of technical knowledge.
- Accurately document incidents, resolutions, and troubleshooting steps while contributing to the continual improvement of the IT knowledge base.
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About You
You'll be passionate about delivering excellent customer service and enjoy solving technical problems in a fast-paced environment. You'll be a strong communicator with a proactive approach, capable of managing multiple priorities while maintaining high standards of service.
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