Please only apply if you can commit until March 2023 at least and collect IT equipment from South West Hertfordshire on the first day and return on the last day
Service Desk Engineer
Fully remote
£15 per hour (via an umbrella company)
Initial 6 month contract
Responsibilities
- Drive and maintain outstanding levels of customer service and satisfaction
- Ensure all incoming calls, e-mails and portal based requests are correctly logged and recorded in the Service Desk Call Logging system
- Appropriately allocate incident and requests to other teams ensuring clear and unambiguous comments and updates are provided in the Incident/Request
- Manage Incidents and Service Requests assigned to you, ensuring SLA and KPI compliance
- Employ calm, courteous and customer service focussed manner for incoming and outgoing phone calls
- Ensure compliance with phone call management SLAs and KPIs
- Ensure excellent verbal and written communications are applied at all times
- Manage standard requests, such as requests for new starters or equipment, ensuring IT Service Desk standards and process are accurately applied
- Provide 1st level support for the Trust’s healthcare applications, standard IT software, mobile devices and hardware related issues
- Manage standard requests
- Ensure appropriate and up-to-date documentation is maintained at all times
- Ensure appropriate escalation to Team Leader where necessary
- Adhere to the Trust’s internal processes and procedures
- Assist colleagues and drive positive team work and communication
Required Competencies
- Flexible, motivated and positive can-do attitude
- Strong customer service mentality
- Excellent phone manner
- Ability to effectively communicate technical issues to non-technical end users.
Essential Technical Skills
- Previous experience of working in a 1st Line Support or Service Desk environment
- Understanding of ITIL principles
- Experience of ITSM/Service Desk Tools
- Basic knowledge of Windows 7 & 10
- Basic knowledge of Microsoft Office
Desirable Technical Skills
- Experience of working in an ITIL based environment.
- ITIL Foundation Qualification
- Experience of Supportworks and Service Now
- Office 365