Desktop Support Engineer

Job Title: Desktop Support Engineer

Location: London

Salary: £35,000 - £45,000 per annum

Job type: Full Time, Permanent role.

Bedroq provide critical technology solutions built on solid foundations. We help organisations that rely on technology for critical operations, achieve and maintain a high-performance steady state.

Bedroq have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions. If you're looking to develop your career in a high performing, dynamic team, where you can truly make a difference by delivering the technology that supports critical operations across the UK, this could be your ideal role.

The majority of Bedroq staff work remotely with occasional office days, and we have systems in place to support employees to achieve their best work no matter their location.

About the Role:

The primary purpose is to build, sustain and continually improve an efficient, effective and profitable service desk delivering fast, reliable, friendly, proactive and expert 24x7 customer support. This role is based in the office of one of our most important customers, based in Central London and will require scheduled (and emergency) visits to other London based customers.

In this role, as required, you will need to work evenings and weekends to meet specific customer needs.

Duties and Responsibilities:

• Working with the team to maintain a CSAT score of 8+ for all customers.
• Ensure 100% of new user requests are delivered on time and 100% of leaver requests are completed the day the user leaves.
• Acting as a technical point of escalation for service desk colleagues to help them resolve tickets the same day (preferably the same hour).
• Log tickets for the customer and ensure you are following the Incident Management process every time - "if it's not in the ticket, it didn't happen".
• Maintain ticket Q so all tickets include a daily update, never have tickets older than 2 weeks old that do not have a full plan of action to move to resolution.
• Change Management - Ensure that you always log a change in accordance with our change management process to fix a fault or satisfy a work request.
• Help the Service Desk and wider teams quickly identify security or a major incidents. Update the customer every 30 minutes.
• React to monitoring alerts as soon as they are raised and work with Service Desk colleagues to ensure the incident is resolved as quickly as possible and to ensure we do not receive the alert again.
• Keep Knowledge Base updated so that others can resolve the issue if the alert is repeated in the future.
• Reduce ticket numbers by resolving the problem.
• Identify, apply and manage any required routine tasks and maintenance i.e. pro-active server reboots and/or apply automation to remove manual work/process.
• Conduct weekly ticket reviews and monthly Service reviews with the customer.
• Manage and Maintain all Licensing and certificates.

Required skills

• Able to implement, manage and improve an IT Service Management Platform - ideally having had direct experience of ConnectWise.
• Tenacious with excellent attention to detail.
• Highly organised, able to stop when they reach "good enough" and able to prioritise what is important over what is urgent.
• Comfortable communicating with senior stakeholders, executives and leaders.
• Experience in a customer facing managed service role.
• Experience of operating in virtual team environments.
• Intermediate level user in Microsoft packages especially in Word, Power Point and Excel.

The Candidate:

• You will be calm under pressure and able to respond quickly and positively to changes.
• The kind of person who has always said to themselves "next time I do this, I am going to do it differently and better" - this is your next time
• Happy to travel to customer sites and be away from home as needed.
• Willing and able to work evenings and weekends when needed.
• Ability to obtain Security Clearance and Non-Police Personnel Vetting (NPPV3).
• You will have a full UK driving license.

What we offer:

• 25 days holiday (plus 8 bank holidays).
• Ongoing funded skills training and certification.
• Bring Your Own Device Scheme.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: Desktop Support Engineer, IT Analyst, IT Technician, IT Service Desk Technician, IT Support Technician, Desktop Support, IT Support Engineer, Technical Support, Helpdesk Support Technician, IT Systems Engineer, IT Systems Technician, IT Systems Support, 2nd Line Support Engineer may also be considered for this role.