Job Ref: 213988348

Date: 2021-06-16 10:07:56

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The Junior IT Service Desk Engineer will be responsible for providing support relating to all hardware and software. The Junior IT Service Desk Engineer must have a desire to learn. The role is highly Customer focused to deliver a World Class Service to our Customer.

Working on Incidents/requests by either phone, email, self-service or walk-in, ensuring responses to the Customer are acted on with professionalism to fix the issue quickly and effectively. The role will entail keeping the Customers updated, providing continual communication and instilling confidence that their incidents/requests are actively addressed by providing first line support with any unresolved queries being escalated to Group IT.

You will be expected to attend other sites with the area, the ideal candidate must be able to drive and own a car.

Responsibilities and Accountabilities:

* Walk customers through root cause analysis and problem-solving process

* Follow-up with customers, provide feedback and see the incident/requests through to resolution

* Using Customer handling skills set and agree on expectations with the Customer

* Ensure proper recording, documentation on incidents/requests through the lifecycle of incident/request

* Adhere to and follow Customer Service procedures, services, and processes

* End to end ownership of all incidents/requests unless a colleague takes over

* Provide technical support for issues/requests related to computer systems, hardware, software, printers, Cisco phones, network

* Deliver service in line with Service Level Objectives

* Such other responsibilities as the Company may from time to time require

Technical Competencies:

* A-Level IT, B-Tec in IT or two years working in IT

* Any Networking skills would be an advantage

* Must have experience of working with customers

* Verbal and written communication skills

* Microsoft Office, Windows 10

* Mobile Devices (IPHONE)

Please note our standard working hours are 8:00am until 5.00pm Monday to Friday

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