Overview

Our customer a leading provider of cloud based technology head quartered in London is seeking to recruit a Service Desk Engineer to be responsible for the 1st line service desk call management.

The service desk representative is responsible for gathering clear, concise details from the customer in terms of their requirement and to then determine the customer’s issue by analysing the systems available and estimating the nature of the underlying problem or request. Where applicable provide basic standard preventative solutions or guidance but then be responsible for routing the call to the correct 2nd line engineer resource where and when applicable while adhering to the service levels prescribed.

Duties will include but not be limited to:

Managing all incidents and customer requests from receipt to resolution and closure ensuring service level agreement targets are met, in line with customer SLA’s and the company’s ITIL incident management.
Complete the initial diagnosis of all incidents and either resolve to the customer satisfaction using documented processes and procedures or escalate to 2nd Line Application Support using agreed processes.
Helping customers solve technical issues at first line level where applicable following standard processes.
To fulfil standard requests using documented processes and procedures or escalate to 2nd Line Application Support using agreed processes covering tickets and tasks.
Pro-actively contact customers and prospective customer about the features and capabilities of the company’s offering.
Maintain contact with customers to consistently provide a high level of service delivery and to act as first port of call for support provision, inbound and outbound.
Communicate customer needs and wishes to engineering and relationship management staff.
You will be part of the support coverage, covering the hours between 09:00 and 18:00 on a rota basis.
Ideally you will have 2+ years experience in a Service Desk with knowledge of some or all of the following:

Windows Server 2018/12/16 and Windows 10
Hyper-V, Clustering and storage technologies
Knowledge of Dell and HP Server Hardware
Microsoft Active Directory, DNS, DHCP, SIP, Broadsoft
A current Cisco accreditation would be advantageous
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