Keighley, Bradford Salary:
GBP37,000 - GBP43,000 per annum Job type:
Full Time, Permanent About us: Bedroq provides critical technology solutions built on solid foundations. We help organisations that rely on technology for critical operations achieve and maintain a high-performance steady state. Bedroq has delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions. About the role: The purpose of the Service Desk Engineer is to provide outstanding IT support and incident resolution for our clients, ensuring prompt and effective handling of technical issues, maintaining critical system uptime, and delivering a seamless service desk experience. Customer satisfaction is key, maintaining an average of 8.5 per customer by creating strong client relationships, adhering to SLAs, and contributing to the smooth operation of clients' vital public sector services. The ideal candidate will have excellent communication skills, strong technical skills, and customer management skills. We want customers to feel that their level of service delivery is excellent, not just that their SLAs are being met. The Service Desk Engineer will need to support the customer base from our office in Steeton, utilising the KPIs and monitoring visible to them. This extends to the Service Desk Engineer visiting customer sites (offices, warehouses, and off-site locations) for pro-active and reactive visits across the United Kingdom and sometimes abroad to resolve user, software, and physical hardware issues. Duties and Responsibilities: Maintain a CSAT score of 8.5+ for all customers. Travel to customer sites throughout the UK and abroad as required. Ensure all customer calls are answered and captured. Act as a technical point of escalation for service desk colleagues to help them resolve tickets promptly. Log tickets for the customer and follow the Incident Management process. Maintain the ticket queue with daily updates and ensure no tickets are older than 2 weeks without a plan of action. Log changes according to our change management process. React to monitoring alerts as soon as they are raised. Engage in Problem Management to reduce ticket numbers. Conduct weekly ticket reviews and monthly service reviews with customers. Consider Health & Safety and Information Security as part of incident and security management processes. Ensure compliance with ISO27001, 9001, 14001 & 45001 policies and procedures. Manage ticket escalations internally and externally. About you: Required Skills: Proven experience as a Support Engineer, IT Support Specialist, or similar role. Highly organised, able to prioritise tasks effectively. Comfortable communicating with senior stakeholders. Intermediate level user in Microsoft packages, especially Word, PowerPoint, and Excel. Experience in troubleshooting and supporting Microsoft environments (AD, Azure AD, Windows Server, GPO, Windows Desktop, SQL). Experience in Milestone and BriefCam applications and infrastructure. Solid networking knowledge, including firewalls, LAN configuration, troubleshooting, and diagnostics. Exceptional customer service skills and ability to communicate technical issues to non-technical users. Other Skills: Calm under pressure and able to respond positively to changes. Attention to detail and a proactive approach to identifying issues. Strong problem-solving skills with the ability to prioritise and multitask. Excellent communication and interpersonal skills, focusing on customer satisfaction. Willing to travel to customer sites and be away from home as needed. Able to work evenings and weekends when necessary. Ability to obtain Security Clearance (NPPV3+SC). Full UK driving license and own car. Key Benefits: BYOD (Bring Your Own Device) scheme (refreshed every 3 years). A minimum of 2 Company offsites per year. Personal training budget of GBP500 per year for relevant training. Employee referral scheme up to GBP2,500 for finding a new recruit that passes their probation. Please click on the
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