It Service Desk Engineer

IT Service Desk Engineer

Permanent, Full-time

Based in North Bristol/ Hybrid working

The Role

To provide comprehensive technical support to all our customers, assisting them with hardware and software problems that come in through the ticketing system used in house which is ServiceNow.

Responsibilities

• Follow all defined standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software ServiceNow.

• Become familiar with helpdesk policies and services.

• Become familiar with every team within the IT department and collaborate well to solve more complex problems.

• Be willing to work on other duties as assigned by the IT Service Manager and IT Service Desk Team Lead.

• Provide technical support in house (support Centre) and via remote access to the estate, answering support queries and tickets onsite or via phone or email and ServiceNow.

• Uphold the gold standard of customer service for all support queries and always adhere to all service management principles.

• Take ownership of user problems and be proactive when dealing with user issues.

• Respond to enquiries from customers and help them resolve any hardware or software problems that are within our supported scope.

• Support users in the use of computer equipment by providing necessary training and advice.

• Allocate more complex service issues to our escalations team.

• Arrange for external technical support where problems cannot be resolved in house.

• Carry out on-call duties for P1 incidents – This is on a rota system and is for 1 week at a time. Between the hours of 18:00PM to 20:00PM Mon-Fri and all-day Saturday.

Desired Skills

• Working knowledge of MS Azure and Active Directory

• Working knowledge of MS Office 365

• Working knowledge of hardware troubleshooting (PC, peripherals and imaging of PCs)

• Light networking knowledge

• Good understanding of VoIP phone systems (Horizon)

General requirements

• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.

• Ability to utilize applications like Microsoft Office and Office 365 for support, and documentation.

• Excellent oral and written communication skills.

• Ability to provide technical support over the phone; good phone skills, professional demeanour, **previous customer service experience strongly desired**

• Good problem-solving skills.

• Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.

• Ability to work in a team.

• Ability to work with or without direct supervision.

Salary and benefits:

The benefits here are industry-leading, and we’ll be able to tell you more about them in the process (or jump to the benefits and rewards page on our careers site for a flavour). But here’s a snapshot:

• 25 days holiday increasing to 30 days as your length of service increases with the option to buy and sell holiday
• Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance (of course).
• Industry-leading health benefits
• Early access to your earned wages
• Cycle to work
• And many more, just ask.

We're proud to have been named in the LinkedIn Top Companies Where the UK Wants to Work 2019,the Forbes World's best employers, and in the Inclusive Top 50 UK Employers list.

If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!