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SalaryFreightserve recruitment are looking for a IT Service Desk Engineer for a fast growing privately owned company based in the Winnersh, Berkshire area.
About the Department/Team:
The IT Technical Support Team are responsible for delivering a high level of support to our clients, covering a wide variety of packages and platforms. They put a big focus on getting it Right First Time to meet the expectations of our clients whilst meeting team’s SLA’s. You will report directly to the Service Desk Manager. Our Service Desk consists of 8 technicians who have a great team spirit and create a friendly environment.
Responsibilities:
To deliver high quality support services to users of all levels and abilities on a variety of IT issues including Microsoft Windows PCs, Apple products, Microsoft 365, Cyber security mobile devices and associated software. You will carry out your duties over multiple sites for a wide range of customers. This will regularly include the following:-
- To provide IT technical support: answering support queries via phone, email, remote desktop support or onsite visits.
- To provide IT technical support queries professionally and efficiently.
- To take ownership of fault tickets and be proactive when dealing with customer issues
- To ensure that all SLA’s are met
- Work independently on customer technical issues escalating where appropriate
- Ensure customer is continually updated on incidents where you have ownership
- To maintain a high degree of customer service for all support queries and adhere to all service management principles and processes
- To take ownership of fault tickets and be proactive when dealing with user issues
- To log all support requests on the ticketing platform and maintain full documentation using the relevant fault template ensuring all fields are completed
- Support customers in the use of Services by providing necessary training and advice
- To work with senior engineers on more complex service tickets
- Assist junior staff members in support of clients.
- To identify opportunities which will ensure a customer becomes more efficient or save money in addition to this promote new products/services we offer
- Deal with proactive tickets escalated
- Identify opportunities from faults
- Progress tickets to find timely resolution (tickets don’t necessarily go up the chain, we may guide other lines of support to resolution)
About You:
We are looking for a good team player and problem solver to join our team we will give you the skills required. You should want to grow with the business and have an appetite for growing knowledge and learning new skills. We are looking for a strong attention to detail and an individual who strives for excellence and delivery.
Qualifications and Technical Skills:
- Excellent Verbal and Written Communication
- Minimum 18 months Experience of Servicedesk support and Microsoft Office 365 environments.
- Thorough understanding of technology and networking with a minimum Comptia/BTEC Level 3 qualification.
- Help Desk Ticketing System experience (ConnectWise experience would be advantageous)
As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry
