Service Desk Engineer

Service Desk Engineer – Ashford

Salary £39,600 – £42,000+ Overtime opportunities

Seeking a highly skilled service desk engineer with the drive and determination to help support the client base. Looking for an individual who is a problem-solver and has a proven track record of working within a team environment to successfully address challenging user computing issues, and is accustomed to leveraging technical training opportunities to improve their skills.

The service desk engineers are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance and problem identification and resolution activities, as well as growing and developing the organization`s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn new technologies and management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilisation of provided resources and unbeatable customer service.

This position will include identifying user problems and working within a structured problem management and resolution process to remediate them within established SLAs, and involves working with other resources and vendors to deliver effective support services. Responsibilities include identifying, documenting and troubleshooting user computing issues to resolution and maintaining customer satisfaction.

Job duties include using remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information, answer technical support calls, assign ticket severity, prioritize work accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Overall relationship management and the ability to coordinate required resources to respond to complex IT requirements are desired. Other requirements include participating in ongoing training and attainment of manufacturer certifications, developing and maintaining relationships with user and vendor contacts, and preparing and presenting service and monitoring reports to management regularly.

Skills Required:

Service desk experience

Microsoft Certified Professional status

Excellent knowledge of supported software and technologies

Strong interpersonal skills required to effectively communicate with users and vendors

Passion for teamwork, continuing education, problem solving and exceptional customer service

Must be well spoken, outgoing, organized, detailed-orientated, dependable and flexible

Experience with HP, Cisco and Citrix technologies a plus

Valid driver’s license

Microsoft MCP

The role requires occasional site visits so a valid licence and car are required

PLEASE ONLY APPLY IF YOU LIVE WITHIN A COMMUTABLE DISTANCE OF THIS LOCATION.

Please note your CV will be reviewed against the vacancy criteria and we will contact you within one week if we wish to progress your application any further.

Copperfield Recruitment Ltd are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.