Job summary

A defence client is looking for a Service Desk Support Engineer to join on a contract basis.

Key skills required for this role

Service Desk Support Engineer

Important

Service desk support engineer

Job description

As Service Desk Support Engineer you will act as the first point of contact for Managed Service customers who contact the client to report issues and faults relating to their service.

The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems as the first point of contact or escalating the fault to one of our 3rd line specialist engineers to investigate and resolve.

Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the interface between the customer and client, providing timely updates and ensuring the fault is given the correct level of priority and attention.

This is a demanding support position that calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end-users and possess a high degree of technical knowledge across a broad spectrum of technologies and products including; Operating Systems (Linux and Windows), Virtual Technologies, storage, clients and WAN (wide area networks)

This role is 100% site based in London and is inside IR35.

Responsibilities

• Dealing with incoming faults in a professional, courteous manner over telephony systems and email
• 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 procedures and ITIL best practice
• Conducting full and thorough diagnostics with end-users to enable the first time fix resolution
• Ensuring all faults are progressed & cleared within the SLA - escalating to other internal and external teams as appropriate
• Managing faults through their entire lifecycle from the initial customer engagement through to resolution, proactively keeping the customer informed of progress at all times
• Diagnosing and resolving problems to the customers' satisfaction
• Maintain and develop personal knowledge and skills to assist with first time fault resolution
• Identify and escalate repeat issues or service risks into service management teams
• Sharing knowledge with team colleagues Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational

Skills & Experience

• Familiar with working of windows (preferably within a hosting environment)
• A keen interest in networking and WAN technology
• 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
• 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 (0700 to 1900) as required
• * You must have a current DV clearance to apply for this role*