Job title: 1st Line Service Desk Engineer

Reports to: Service Desk Team Leader

Location: Leeds Hours: Monday to Friday, 37.5 hours

Salary: 23k - 27k DOE + benefits

The Role: Our client have an exciting opportunity for a 1st Line Service Desk Engineer to join their busy team. This role will act as the first point of contact for all IT related queries from their varied customer base. As a 1st Line Consultant, you will be responsible for providing the customers and internal staff email and telephone based technical support. Working directly with the end users, offering 1st line technical support via email, ticketing system and telephone, performing fixes where possible and escalating where necessary to ensure that queries are resolved in line with agreed SLAs. 

The Ideal

• Managed Service Provider background.
• You will assist in developing the support team’s technical knowledge and be able to communicate clearly and regularly with both the customer, the account manager and the service manager on progress made on issues raised.
• A passion for IT and providing outstanding customer service is essential.
• Resolving 1st line technical issues over the telephone, via email, in a friendly and professional manner for their customers and internal staff.
• Ensure service desk tickets are correctly logged, triaged, and investigated through to resolution aiming to provide a first-time fix where possible.
• Provide excellent customer service and clear communication through phone calls, emails, face-to-face interactions and through their service desk tools.
• Ensure all calls are logged into the helpdesk system and progress notes are added to all calls.
• Managing the timely resolution of open calls and call actions across all customers.
• Take ownership of incidents assigned to you and manage them through to resolution.
• Ensure that any technical or operational issues on a service ticket are escalated efficiently.
• Process new starters, leavers, and role changes.
• Build and configure IT hardware such as Windows Laptops, Mac’s and mobile devices.
• Carry out daily and weekly checks of systems and software.
• Take ownership of incidents assigned to you and manage them through to resolution.
• Produce and maintain detailed documentation of procedures.
• ‘Hands-on’ problem-solving approach; solving problems within strict SLA timeframes.
• On occasion provide on-site support for customers as and when required
• Delivering exceptional customer service and demonstrating the ability and desire to go ‘above and beyond’ for their customers.

Technical Skills

• Microsoft Window 10 / 11 troubleshooting and experience
• Office365 Administration (OneDrive / Teams / Exchange / SharePoint)
• General hardware / software troubleshooting and problem-solving skills.
• Experience of RMM and Remote-control Tools (Automate, TeamViewer)
• Printer Troubleshooting
• Apple Mac Support
• Active Directory Administration (user creation, permissions)
• Intune and MDM
• Antivirus (ESET / Sophos / Threatlocker)
• Basic Backup Technologies knowledge (Particularly Veeam)
• General hardware / software troubleshooting and problem-solving skills.
• Basic understanding of networking

Personal Requirements

• A clear focus on high quality work, with the interests of the customer at the centre of all you do.
• Excellent communication skills for dealing with diverse range of customers.
• Keen for new experience and to grow skill sets, a genuine passion for IT.
• Strong time management skills.
• Polite, credible, and comfortable in with working in a demanding environment
• Have a desire to be part of an overall team and achieve team goals.
• Strong problem-solving skills
• Ability to work under own initiative.
• Flexible, calm and approachable, 'can do’ attitude.