Service Desk Engineer

Roles and Responsibilities of a Service Desk Engineer

To provide a single point of contact for all clients in relation to IT issues and incidents. To provide exceptional standards of support to all clients and support a variety of products, services, and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to.  Resolutions should be provided in an effective and timely manner.

Eligibility – Required Skills & Attributes

• A love of (and ability to) solve problems & challenges
• Great communications skills, founded in being a good listener
• Good understanding of support tools, techniques and how technology is used to provide services
• Good understanding of operating systems, business applications, printing systems and network systems
• Good diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing client experience
• Knowledge of IT applications, software & hardware
• The ability to speak both geek and human
• The ability to keep up with & adapt to the fast-paced IT world
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up to date with new processes, procedures and developments

Desired Skills & Attributes

• Experience using a ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling technical service tickets
• Professional IT certifications in particular CompTIA, Microsoft and related Vendors e.g. Sophos.
• Client experience certifications such as Helpdesk Habits etc.
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.

Overview

• Provide an exceptional client experience
• Fix 70% of incidents at first contact (where possible)
• Ensure adherence to performance targets
• Ensure that incidents are dealt with according to client and priority needs
• Ensure all incidents are accurately logged
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the client to ensure that they are satisfied with the resolution
• Follow processes to ensure that a high quality of service is provided to internal and external clients
• Desire to build relationships within the service desk team, the IT group and the wider organisation
• To understand the business and its objectives
• The number one goal of everyone in our team is to make our clients exceptionally happy.

Responsibilities and Tasks:

Customer Service

• Work on and resolve escalated service desk tickets
• Delight our clients with a friendly, quick and helpful experience
• Provide the client with remote troubleshooting
• Remote hardware maintenance and support
• Take ownership of a SPOC (Specialist Point of Contact) area and maintain correct usage, provide relevant documentation and act as an escalation point for this area.

Use of our Ticketing System

• Use our ticketing system to work on and resolve service desk tickets & service requests
• Managing and recording all work though our ticketing system
• Make sure that client documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process
• Ad-hoc responsibility to cover alerts as and when required
• Plan and prioritise work to ensure that deadlines and targets are met
• Provide basic in-house training to clients
• Contribute to the knowledge base
• Demonstrate documentation skills, providing reports, policies, procedures and client information as required.

Communication, Reporting & Risk

• Escalate tickets that require service desk management support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit timesheets & expense reports as indicated on their SOPs
• Identify, communicate and mitigate potential risks to the service desk management and clients
• Maintain our existing documentation, ensuring it is up to date and accurate
• Co-ordinate with teams to ensure that service outages are correctly communicated to the business or
• Identify reoccurring technical faults and recommendations to escalations manageraffected users
• Act as a single point of contact and follow escalation processes
• Contribute to Problem Management team as and when required
• Take part in testing of new releases or contribute to virtual teams in project work

Teamwork

• Mentor the “junior” Service team members
• Follow the schedules provided by the Service Desk Management or Service Coordinator / Dispatcher
• Follow standard operating procedures (SOPs) for daily / weekly recurring tasks
• Follow all our security procedures and keep a vigilant eye for security issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Desk Coordinator, Service Desk Management Team or Directors
• Work with and establish relationships with third party service providers to ensure full end-to-end service provision.
• When required represent the Service Desk at team and department meetings

Act with Integrity, Trust & Communicate wells

• Uphold ITC’s values of integrity, trust and communication in all interactions.
• Communicate effectively to provide excellent service.