Job Title : Service Desk Engineer
Location:
Keighley, Bradford Salary:
£37,000 - £43,000 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 visiting customer sites (offices, warehouses, and off-site locations) for proactive 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 that all customer calls are answered and logged. Act as a technical point of escalation for service desk colleagues to help them resolve tickets promptly. Log tickets for customers and follow the Incident Management process diligently. Maintain ticket queue with daily updates and ensure tickets older than 2 weeks have a plan of action. Log changes in accordance with the change management process. React promptly to monitoring alerts. Reduce ticket numbers by resolving underlying problems. Conduct weekly ticket reviews and monthly service reviews with customers. Consider Health & Safety, Information Security in 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 urgent tasks effectively. Comfortable communicating with senior stakeholders. Intermediate level user in Microsoft packages (Word, PowerPoint, 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 (firewalls, LAN configuration, troubleshooting, and diagnostics). Exceptional customer service skills and the 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, focused on customer satisfaction. Willing to travel to customer sites and work evenings and weekends as needed. 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 £500 per year for relevant training. Employee referral scheme up to £2,500 for successful new recruits. Please click on the
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Keighley, Bradford Salary:
£37,000 - £43,000 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 visiting customer sites (offices, warehouses, and off-site locations) for proactive 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 that all customer calls are answered and logged. Act as a technical point of escalation for service desk colleagues to help them resolve tickets promptly. Log tickets for customers and follow the Incident Management process diligently. Maintain ticket queue with daily updates and ensure tickets older than 2 weeks have a plan of action. Log changes in accordance with the change management process. React promptly to monitoring alerts. Reduce ticket numbers by resolving underlying problems. Conduct weekly ticket reviews and monthly service reviews with customers. Consider Health & Safety, Information Security in 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 urgent tasks effectively. Comfortable communicating with senior stakeholders. Intermediate level user in Microsoft packages (Word, PowerPoint, 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 (firewalls, LAN configuration, troubleshooting, and diagnostics). Exceptional customer service skills and the 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, focused on customer satisfaction. Willing to travel to customer sites and work evenings and weekends as needed. 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 £500 per year for relevant training. Employee referral scheme up to £2,500 for successful new recruits. Please click on the
APPLY
button to send your CV and Cover Letter for this role.
#J-18808-Ljbffr
