IT Service Desk Engineer

We are working exclusively with our established and growing client to recruit an experienced IT Service Desk Engineer to join their friendly team near Farnborough.

The company are one of the UK's leading providers of connectivity and networking solutions and have gone through significant growth during the last 2 years.

The Service Desk is responsible for delivering IT Service management and support to customers. This includes the design, provisioning, maintenance, and support of all company solutions, as well as responsibility for the internal IT structure which boasts multiple software platforms, critical hardware, and user support.

The Role:

• Effective logging & handling of incident & service requests that are received from customers by telephone and email.
• Day-to-day IT support for customers and internal company employees.
• Work closely with the Service Desk team in resolving incidents and service requests.
• Supporting internal employees at Head Office and remote workers.
• Identify and implement improvements to the initial contact process to enhance the experience for customers.
• Support remote offices / workers via cellular connectivity.
• Prioritise and escalate incidents to ensure that service level agreements are met.
• Own the triage process of incidents into the support function, including highlighting and categorisation of any major incidents/creation of problem records.
• Create and maintain knowledge base articles to aid 1st time fix metrics.
• Assist with incident trend analysis to improve demand and capacity planning activities.

The Person:

• We are seeking a candidate with at least 1 years' experience in a similar 'Service Desk or 1st Line Tech support' role.
• Highly motivated, confident, and proactive with excellent communication skills and a real passion for solving IT related incidents.
• Previous IT and IT support environment experience.
• Experience of supporting customers and employees remotely, with a technical understanding of IT.
• Excellent communication skills, with the ability to talk through and resolve technical IT issues with customers.
• Adaptable and flexible, and a desire for delivering outstanding customer service.

Our client offers an unrivalled company culture and working environment. You will be supported and developed and will have the opportunity to work within a superb team of individuals.

As well as a competitive salary (circa 24k), the company offer a comprehensive benefits package including Remote/flexible working; Company pension scheme; 25 days a year holiday plus bank holidays; and Health & Dental Care.