IT Engineer
Lancashire - Full time on Site
Permanent
KEY RESPONSIBILITIES
Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
Use effective communication to proactively manage customer expectations, ensuring the customer is valued and engaged with throughout the incident management process.
Provide support in accordance with IT policies and procedures.
Ensure a methodical, thorough and proactive approach to incident resolution, utilising all available resources.
Identify and escalate, to senior team members, incidents and requests that potentially need input from the wider IT team.
Ensuring diligence is applied before escalating in accordance with IT policies and procedures.
Enforce IT policy and procedure, where necessary, escalating non-compliance to senior team members.
Ensure only approved solutions (hardware, software and services) are installed/delivered, all requests to deviate are escalated to the Infrastructure Manager
Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
Track and monitor third party incidents ensuring resolution is in accordance with their Service Level Agreement (SLA), raising breaches of SLA to senior team members.
Escalate incidents, to the Senior IT Service Desk Analyst, where a satisfactory resolution has not been provided or where a higher level of management input is required.
Identify problems via root cause analysis along with incident trends.
Suggest improvements to procedures and practices with a view to increasing efficiencies, recommending any changes to the Senior Service Desk Analyst.
Assist in the development of the central knowledge base.
Participate in training for new technologies and services as they transition from project delivery into business operation.
Assist in the management of all IT hardware and software assets.
Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.
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