Service Desk Engineer

Service Desk Engineer

Hybrid - 3 days office / 2 days at home

At Zenzero we’re looking for Service Desk Engineers to help support our clients with the continuous provision of our services.

This is a key role in our company and a great entry point to our business to build and grow your career.

The Service Desk Engineer role is critical to ensure the effective and continuous provision of Service Desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services, and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

A typical day involves:

• Answer phone calls from end-users and working to resolve issues, on first contact, where possible.
• Work on tickets assigned to you, these may have been logged via telephone, portal, booking systems, email, or a chat.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.

Our ideal candidate will demonstrate the required technical and customer service skills. Therefore, the following experience is advantageous:

• Working for a Managed Services Provider (MSP, or MSSP), or an inhouse IT support team.
• Knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
• Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident.
• Management, Service Request Fulfilment and Change Management.
• Ability to demonstrate excellent troubleshooting skills.
• Ability to demonstrate strong team working and team leadership skills.

Technical Skills:

• Pluralsight Foundation role at Average, or above.
• Foundation level Microsoft certification, or equivalent.

About Zenzero

Our company foundation is built on Inclusivity, Dignity and Respect. These three core values support our vision and shape our culture. At Zenzero, we celebrate what makes us unique: our people.

We believe in fostering a diverse work environment that seeks and embraces thoughts and ideas from all different backgrounds.

Who are we looking for

Robots need not apply. When it comes to everything we do at Zenzero, we put people first. For our employees, this means that decisions are always made with individuals in mind.

Our people are important to us. We couldn’t do what we do without them. They are the ones who just make things happen.

Learning & growth

Your career development is important. Join an organisation that prioritises innovation, learning, and culture.

We want our employees to have fulfilling careers and we commit to our employees by offering competitive benefits, compensation, and development opportunities.

We encourage our employees to find their passions and grow into them.

We support all our staff with frequent and unique opportunities for training and education. There is an endless supply of resources for you to train and expand your knowledge.

In addition to a competitive salary and our commitment to your learning and development, we offer a range of perks and benefits which include:

• Your birthday off
• Contractual sick pay
• Enhanced maternity, adoption and partner leave / pay
• Charity day
• Enhanced employer pension contributions
• Flexibility to work remotely (post-probation)
• 30 days holiday (plus 3 fixed bank holidays)
• Private Health Insurance (Vitality)
• Salary sacrifice options including Electric Vehicles, Bikes and Equipment, Technology and Ikea products
• Access to a range of discounts and loyalty schemes
• Discounted gym membership

If you have experience as a 1st Line helpDesk Engineer, 2nd Line helpDesk Engineer or an inhouse IT Support team, then we would like to hear from you.