Junior Service Desk Engineer

Position: NO VACANCIES CURRENTLY

Aim of the Job:	Triage inbound support calls and assign requests to engineers according to priority and ticket requirements. Carry out low level requests reported by clients.
Department:	Service Desk
Reporting To:	Service Desk Manager
Basic Salary:	£17,000-£19,000 per annum (depending on candidate & experience)
Working Hours	37.5 per week. Service Desk Engineers generally work either 08:00-16:00 or 09:30-17:30 Monday to Friday.

Job Objective

Be the first point of contact for all inbound service requests from our partners via telephone, email & self-service portal, always working to strict SLA’s. Providing first-class customer service is critical to the role.
Achieve mastery of the role by becoming fluent with our internal IT ticketing & technical monitoring systems.
Develop a deep understanding of who our partners are, what they do & how they operate, as well as develop a basic technical understanding of the IT systems being used.
Assist the Service Desk by carrying out low-level service requests (password resets etc.)
Work as part of a team within the service desk and report to the Service Desk Manager daily.

Skills & Competencies Required

Passionate about the industry and a want and desire to work in a service desk environment.
Excellent customer service skills showing strong examples of communicating in a clear and concise manner.
A basic amount of technical knowledge is required; however, training will be provided.
Adaptability to work in a fast-paced environment.
Be dependable and punctual always.
Be open-minded about new strategies and ideas put in place by managerial staff.
Willingness to learn internal IT systems to a high standard.
Experience of working in a similar customer services-focussed role is extremely desirable but not essential.

Key Tasks

Duties shall include but not be limited to the following:

To be the first point of contact for inbound reactive Service Desk enquiries (by telephone and email), providing basic technical support where possible.
To ensure that all incoming technical enquiries are correctly and accurately logged within internal ticketing systems.
To categorise service requests based on their description to adhere to existing priority levels.
To help and order the ticket queue and place appropriate call backs to clients when needed.
To assist end-users with low level requests such as password resets and new user setups.
To work as part of a team to provide a high-quality technical support & customer service.
To maintain the highest degree of customer service for all service requests and adhere to all service management principles and processes.
To escalate more complex service requests to the relevant personnel.