1St Line Service Desk Engineer

Overview of the Role:  
 
We are recruiting for a 1st Line IT Service Desk Engineer to join our team of 5 knowledgeable Engineers located on site in Whiteley. As our 1st Line IT Service Desk Engineer, you will support a wide range of customers via the telephone and email management, offering excellent and prompt customer support and you will represent Tailor Made Technologies in a professional and courteous manner. You have a strong team of management around you who will support you within this role and there is opportunity to develop your skills. 
 
Who are Tailor Made Technologies? 

We are experts in managed technology, specialising in IT, cyber security and communications solutions for small and medium-sized enterprises (SMEs). 

Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth. 

Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and communications systems work seamlessly in the background, unleashing the potential for you to achieve your business goals. 

 
 
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. 

• Birthday day. 

• Flexi Health plan cover. 

• IT Purchasing Scheme. 

• Company Pension. 

• A brilliant breakout room which provides a 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 the 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 with regards to incident resolution and requests  

• Handling customer requests and escalate 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: 

• Experience with how an ITIL Service Desk runs.  

• Active Directory configuration and administration  

• Knowledge and understanding of Group Policy   

• An understanding of DNS  

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