Service Desk Engineer Job at ITC Service Ltd (Hebburn)

Job Description

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.

Job Responsibility

Provide a single point of contact for all clients in relation to IT issues and incidents
Provide exceptional standards of support to all clients and support a variety of products, services, and platforms
Act in both a proactive and reactive manner and ensure that all performance targets are adhered to
Provide resolutions in an effective and timely manner
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
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 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
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 affected users
Identify reoccurring technical faults and recommendations to escalations manager
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
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

Requirements

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

Nice to have

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.

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