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IT Service Desk Engineer

Contract @Garniche Jobs UK in IT
  • London View on Map
  • Post Date : August 30, 2022
  • Apply Before : September 30, 2022
  • Salary: $30,000.00 - $30,000.00
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Job Detail

  • Job ID 235559

Job Description

Job Title: Service Desk Support Engineer (1st Line Support)

Salary: Competitive

Hours: 37.5

Location: Hybrid / 60 Grove End Road, London, NW8 9NH

The role requires an aptitude for technology and customer service and a person who will be able to provide a friendly, professional and efficient service to each and every customer in line with policies and procedures, ensuring that the customer’s needs are being responded to and escalated in a timely manner. This includes receiving, prioritising, documenting and actively resolving end user help requests and escalating incidents as appropriate to maintain service level expectations. The role’s purpose includes:

Fielding (& documenting) incoming requests to the Helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
Supporting the organisations users of IT
Installing and configuring computer systems
Diagnosing and solving hardware / software faults
Contributing to new and on-going IT projects as required.
Assisting in the preparation and upkeep of documentation, comprising processes and procedures. 

This role can be largely based work from home although attendance in person at the hospital is required during the probation period and then approximately once per fortnight thereafter.

Located in leafy St John’s Wood on the Jubilee line, minutes from Central London, our independent private Hospital has just been rated the number one in the country for care in the latest Bupa survey. Uniquely, all profits fund our onsite Hospice, St John’s.

Am I the right person for this Service Desk Support Engineer (1st Line Support) role?

The Service Desk Support Engineer is not expected to be an expert in all areas but is expected to be comfortable working with and have some knowledge of:
HP PC’s, Lenovo laptops, IGEL thin client
Citrix, Windows 10, Office, Outlook
Android/iOS phones & tablets 4 Mitel telephony 5 Microsoft Active Directory, Exchange Online and Azure
Educated to GCSE standard with passes in 5 subjects including English and Maths.
Candidate is likely to have 1-2 years plus experience or knowledge gained through work placements and other experiences.
Proficiency in IT facilities and tools. This would include e‑mail, mobile telephony and MS Office (Word, Excel, PowerPoint).
Sound knowledge of Microsoft technologies.
Flexibility and adaptability able to work with people with diverse skills, backgrounds, abilities and experience.
Able to demonstrate self-motivation, initiative, enthusiasm, commitment, drive and a willingness to learn. 

What are the Responsibilities of this Service Desk Support Engineer (1st Line Support) role?

Supporting the organisations users of IT both on phone and email.
Fielding (& documenting) incoming requests to the Helpdesk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
Working closely with colleagues / engineers to assist troubleshooting where required.
Working closely with 3rd party / outsourced support services, co-ordinating and assisting timely fixes.
Accessing software updates, drivers, knowledge bases, and FAQ resources on the internet / intranet to aid in problem resolution.
Developing help sheets and FAQ lists for end users.
Reinforcing SLAs to manage end-user expectations.
Setting up user access as required (including leavers, role changes).
Diagnosing and solving hardware / software faults.
At all times, seeking to maintain the confidentiality, integrity and availability of the data assets supported by the IT infrastructure by employing best practices in information security.
At all times, providing a professional and courteous service including professional appearance and clear written and verbal communication.
Documenting all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
Building rapport and eliciting problem details from service desk customers.
Prioritising & escalating problem (when required) to the appropriate technician or manager.
Recording, tracking and documenting the service desk request problem-solving process for each incident, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Applying diagnostic utilities to aid in troubleshooting.
Working early and late daytime work patterns as required by the hospital. 

Why apply for this role as Service Desk Support Engineer (1st Line Support)?

At our organisation we are passionate about providing our employees with a supportive and engaging environment. As well as ongoing development and training, we offer our employees a wide range of benefits; from 27 days annual leave, generous private healthcare cover, contributory pension schemes – including continuation of the NHS pension.

Working with us, all eligible employees receive;

Competitive pay with progressive band structuring
Private healthcare cover of up to £20,000 per year
Ongoing training and development programmes
Discounts at local, national and online shops
Interest-free season ticket loans
Cycle to work loan scheme
Employee "Service Excellence" recognition rewards 

If you are ready for a new challenge and relish the chance to become part of a successful, forward thinking organisation then we would love to hear from you