Job Description
Overview of the role We are recruiting for a 1st Line IT Service Desk Engineer due to an internal promotion. This role will be joining our 1st Line IT team which is made up of 7 engineers including the team leader. The IT Service Desk is made up of 20 engineers who all support, encourage, and motivate each other to develop themselves. The main day-to-day of this role is to provide an excellent first response to customer’s IT queries whilst maintaining our high level of customer satisfaction and fix rate. You will be managing your own ticket triage where you will assess the ticket priorities and escalate them to the wider team where needed. You will need to have a good experience of communicating with third parties and customers via email and phone whilst achieving our Service Level Agreements with our customers. What we can provide you is a progressive work environment, where you will be working with new technologies. An internal mentoring system with real progression opportunities means you’re not a number but an integral part of the Service Desk Team. Here at Tailor Made Technologies, we pride ourselves on our culture, with a friendly work environment and an active Social Committee who run internal competitions, evenings out, and charity events. Are you ready to join a company where you are looking to grow your career? Then apply below! Benefits of working for Tailor Made Technologies: A competitive salary Training opportunities set out with a clear training structure Progressive working environment with access to voice your opinions to decision makers 25 days holiday plus bank holidays Your birthday off Flexi health plan cover and access to a range of Health Benefits IT purchasing scheme Company pension An active Social Committee who plan monthly competitions and events A brilliant breakout room with free breakfast and a pool table Duties and responsibilities of our 1st Line IT Service Desk Engineer: To provide excellent customer care and support through efficient and organised ticket management Providing first response fixes to customers via phone or email Providing resolution to incidents and requests, and appropriately escalating all others Ticket triage – assessing ticket priorities and escalating when required. Liaising with third parties and customers regarding incident resolution and requests Handling customer requests and escalating according to company procedures. Manage work queues and prioritise events, ensuring compliance with SLA’s. Assist the service desk supervisor in managing our service desk in such a way as to deliver excellent customer service. Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets. Your previous experience: Basic knowledge of Active Directory configuration and administration Basic understanding of DNS Basic understanding of Router configuration and support experience (ideally Cisco, Draytek) Experience using Windows OS and Windows Server OS Understanding of Office 365 Understanding of Microsoft Azure Understanding of Microsoft Intune Essential Skills: Excellent communication skills Organisational skills Results driven with a proven track record of achieving Team player Self-motivated and proactive Ability to be resilient and to work under pressure
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Overview of the role We are recruiting for a 1st Line IT Service Desk Engineer due to an internal promotion. This role will be joining our 1st Line IT team which is made up of 7 engineers including the team leader. The IT Service Desk is made up of 20 engineers who all support, encourage, and motivate each other to develop themselves. The main day-to-day of this role is to provide an excellent first response to customer’s IT queries whilst maintaining our high level of customer satisfaction and fix rate. You will be managing your own ticket triage where you will assess the ticket priorities and escalate them to the wider team where needed. You will need to have a good experience of communicating with third parties and customers via email and phone whilst achieving our Service Level Agreements with our customers. What we can provide you is a progressive work environment, where you will be working with new technologies. An internal mentoring system with real progression opportunities means you’re not a number but an integral part of the Service Desk Team. Here at Tailor Made Technologies, we pride ourselves on our culture, with a friendly work environment and an active Social Committee who run internal competitions, evenings out, and charity events. Are you ready to join a company where you are looking to grow your career? Then apply below! Benefits of working for Tailor Made Technologies: A competitive salary Training opportunities set out with a clear training structure Progressive working environment with access to voice your opinions to decision makers 25 days holiday plus bank holidays Your birthday off Flexi health plan cover and access to a range of Health Benefits IT purchasing scheme Company pension An active Social Committee who plan monthly competitions and events A brilliant breakout room with free breakfast and a pool table Duties and responsibilities of our 1st Line IT Service Desk Engineer: To provide excellent customer care and support through efficient and organised ticket management Providing first response fixes to customers via phone or email Providing resolution to incidents and requests, and appropriately escalating all others Ticket triage – assessing ticket priorities and escalating when required. Liaising with third parties and customers regarding incident resolution and requests Handling customer requests and escalating according to company procedures. Manage work queues and prioritise events, ensuring compliance with SLA’s. Assist the service desk supervisor in managing our service desk in such a way as to deliver excellent customer service. Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets. Your previous experience: Basic knowledge of Active Directory configuration and administration Basic understanding of DNS Basic understanding of Router configuration and support experience (ideally Cisco, Draytek) Experience using Windows OS and Windows Server OS Understanding of Office 365 Understanding of Microsoft Azure Understanding of Microsoft Intune Essential Skills: Excellent communication skills Organisational skills Results driven with a proven track record of achieving Team player Self-motivated and proactive Ability to be resilient and to work under pressure
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