ServiceDesk Engineer

Maintain, promote, and encourage the highest levels of customer service, both verbal and written. 

Deliver effective call management by :-   

• Listening effectively and using effective communication skills for each situation (empathy, assertiveness, call handling and control) 
• Ensure client updates are informative and engaging whilst being regular, concise and non-technical where needed 
• Utilise conflict management skills and techniques that can influence client’s initial demeanor to achieve a positive client experience 
• Good attention to detail required to ensure all necessary and relevant information is recorded for use in delivering a high-quality service. 

• Effective troubleshooting and analysis to be applied ensuring the correct service or escalation path is followed  
• Logical thinking required to improve resolution times for Incidents as well as reduce the time to deliver service  
• Adhere to Incident, Change and Problem Management processes and procedures for all Requests for Service  
• Ensure any client escalations are communicated as soon as reasonably possible to the ServiceDesk Manager 

• Maintain accuracy of licensing and client information in ServiceDesk CRM system 
• Use effective customer engagement techniques when vising client sites – introduction, explain the nature of your visit, keep communication flowing whilst onsite and ensure you provide updates before leaving site 
• Continually seek opportunities to increase client satisfaction and deepen client relationships. 
• Document new services and system changes using company supplied ticketing and documentation systems 
• Keep line management well informed of workload as well as any operational issues. 

Maintain working knowledge in the following areas: 

• ServiceDesk toolset and associated monitoring and automation systems 
• Microsoft desktop and Server environments, IOS, Android devices 
• Microsoft Azure / 365 
• Networking technologies, protocols and troubleshooting (WAN/LAN,ISP, VPN, Wifi, Routers, Switches) 
• Telephony operation, configuration and troubleshooting processes for Horizon hardware/software 
• Remote support tools and troubleshooting 
• Security controls and practises for all major platforms and networks 
• Company centrally managed client application support systems 

Provide us with a detailed and fully up to date CV, along with a covering letter specific to this vacancy. Applications should be sent to the HR team at the address below. Initial interviews will be by telephone NOTE – Applications from Employment Agencies will not be considered.