IT Service Desk EngineerLocation: North West
Industry: IT
Salary: £30000 - £35000 per annum + Bonus + Benefits
Posted: 15/03/2024
Description: IT Service Desk Engineer – Liverpool, Office based. Please only apply if you can commute to the office 5 days a week.
My client is a global company that has been established for many years. They have an excellent reputation for staff retention and are looking to expand their IT Service Desk team.
As an IT Service Desk Technician, you will be responsible for accepting, logging, and responding to IT support requests from across the group. You will be responsible for initial incident triage and troubleshooting before either resolving the issue or escalating to the relevant team. A proactive approach to customer service and support is necessary to succeed in this role.
Job Responsibilities: Provide high-quality IT support to the group.Categorise and record IT issues.Communicate with end users professionally to triage and troubleshoot issues as they arise.Maintain core business systems, working closely with the Infrastructure team.Adhere to strict SLAs provided by the Service Desk Manager.Support problem identification and resolution.Coordinate with Technical Authors to ensure repeat problems/requests are documented in the knowledge base.Participate in active AV monitoring and support IT security response to any issues.Provide out-of-hours business-critical support as part of a rota.Configure equipment for business purposes, including PCs, laptops, mobile devices, and tablets.Any other duties deemed necessary for the successful running of the IT support services.Experience/Background Needed: 3+ years in a similar role.Demonstrable experience dealing with difficult stakeholders and managing stakeholder expectations.Experience using tools such as Asana, Google Apps, and ITSM Software such as Halo ITSM or Freshservice.Google G Suite (Gmail, Google Chat, Google Docs) preferred but equivalent experience with Office 365 considered.Windows Desktop Operating Systems (Windows 10, 11).Android Mobile and Apple iOS Operating Systems.Microsoft Office 2016 and 2019.Mitel VOIP Phone Systems or equivalent VOIP Phone Systems.Experience using Mobile Device Management Solutions such as AirWatch.Windows Server Operating System, Active Directory – User Administration.Knowledge of Citrix, VMWare, or Cisco/Meraki Technologies (advantageous).Windows 10 Deployment (WDS).An ITIL qualification and ideally degree educated would be a bonus.
The role is situated in my client's offices in Prescot/near Liverpool and will involve paid-on-call and shift work.
If you are an experienced 1st, 2nd line support Service Desk Technician looking for a new role, then please apply today.
Ascent People is acting as an employment agency for this role, and applicants from all ages and backgrounds will be considered.
Recruiter: Nadine Bramley
Phone: 0161 9132621
Email: ******
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