Responsibilities for the Service Desk engineer
- Provide 1st line support via telephone, ITSM tools, Email and walk-ins for all IT, Network, Telephony, Remote Access & desktops along with support of Incidents and Service Requests
- Provide 2nd line support via telephone, ITSM tools and deskside for all issues escalated from 1st line and working with 3rd line teams where necessary to facilitate resolution
- Log and perform analysis including accurate prioritisation of all Incidents and Service Requests
- User Administration activities across IT-controlled systems, including unlock/resets and starters/leavers
Key Skills & Experience for the Service Desk engineer
Essential
- Minimum 2 years experience in previous Service Desk and Desktop roles, which includes knowledge of Incident & Service Request disciplines (ITIL Foundation desirable)
- Strong analytical & problem-solving skills with great attention to detail
- Knowledge & experience of PC hardware/software setup and configuration, including Windows 10/11, mobile device management (MS InTune & Defender desirable), Active Directory, Office & ITSM logging tools
- Strong written and spoken communication skills
Please apply as directed!