Service Desk Engineer


Job Description

  • Dealing with incoming faults in a professional, courteous manner over the phone and via
  • Taking ownership of faults and managing them in a logical and methodical manner.
  • Correctly logging incidents and faults, categorising and prioritising them in line with team
  • Conducting full and through diagnostics with end users to enable first point of contact fault
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and
    external teams as appropriate.
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
  • Diagnosing and resolving problems to the customer’s satisfaction.
  • Maintain and develop own knowledge and skills to assist with first time fault resolution.
  • Manage a number of scheduled tasks for customers, designed to ensure that the customers
    systems remain operational.
  • Familiar with working on Windows 2003/Windows 2008, Linux & Cloud based distributions
    (preferably within a hosting environment).
  • Must be able to demonstrate a customer first approach to support.
  • The ability to liaise and communicate confidently and professionally with customer
    representatives at all levels.
  • Natural aptitude for trouble shooting & problem solving.
  • Should have solid experience in helpdesk or technical support environment.
  • Highly organised and able to work on own initiative to complete the range of tasks required.
  • Flexible and willing to work outside core business hours as required.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Sharing knowledge with team colleagues.

Experience:3 – 6 years

Qualification: Any Graduate

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