Service Desk Engineer (1st Line)

KEY SKILLS: Communication/Customer Service/Windows/Help Desk/Service Desk

This is a fantastic opportunity to work for a market-leading Managed Services Provider who is a leading infrastructure partner to the likes of Microsoft (gold), VMWare (gold) and Citrix (platinum) amongst others.
You must be highly motivated and responsive to customer needs. You will be working closely with the other Service desk team members and Technical Support Management, to ensure customers receive the highest level of service.

Responsibilities
• Primarily involved in responding to, and resolving, technical calls
• Constant management of the calls/issues with regards to regular updates ensuring a resolution
• Provide accurate and timely information relating to on-going issues is of vital importance
• To ensure that all calls to the Service desk are logged and responded to within pre-set service levels
• Identify relevant problem types and associated priorities
• If necessary, progress calls to other departments or third parties for further investigation ensuring regular updates and working towards a prompt resolution

Experience needed
• Needs to be literate, numerate and most importantly articulate
• Must have good computer hardware and software knowledge
• Excellent telephone manner
• Previous experience in a corporate technical customer facing role
• Must have the ability to communicate with and work effectively with colleagues, internal departments as well as customers
• Must be able to work under pressure
• Must have a flexible working attitude
• *Beneficial – Working towards Microsoft MCSE qualification