Service Desk Engineer

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We're currently recruiting for a brilliant opportunity within our IT Helpdesk team in our Brentwood office. We're looking for individuals with experience of working within an IT Service Desk providing outstanding service delivery with a personable approach to an organisation with over 650 users.

Role Responsibilities

1 Gateway and front of house for all IT services for the business, tickets, calls, walk ups and escalations

2 Provide outstanding customer service, and manage user and system issues/requests to an extremely high standard

3 Ensure all IT service requests are logged correctly and have the correct detail for dispatch and escalation into IT teams and third parties.

4 Process IT service requests for user account administration and JML within SLA

5 1st line troubleshooting and "fix"- where impossible quality and timely handover and escalation to resolver groups

6 Full lifecycle ticket management- Incidents, access, request and problems

7 1st line user services management, software installs, asset management,

8 Support the Team Leader in adding value back to the organization

9 Constant review of operations in an effort to identify opportunities to add value and efficiency

You'll have the following experience

* Working with an IT Service desk with SLAs for IT service delivery to an organisation with over 650 users.

* Working within an ITIL framework (Not Essential)

* User account management with Active Directory and Microsoft Exchange 2007/2010.

* Building, deploying and the support of desktop computer and applications including Windows XP, 2007 and Microsoft Office.

* Administration of Cisco Call Manager phones, phone profiles and end users (desirable).

* Installation and support of Macintosh computers and applications (desirable).

* Visual Basic script and power shell script creation (desirable).

* Strong communication skills (both verbal and written) to facilitate the resolution of service requests

* Prioritization skills to ensure planned, routine and responsive work is completed within deadlines

* Problem solving skills to analysis and assess support requests to deliver suitable resolutions

* Ability to work as part of a team

* Enthusiastic "can do" attitude and "hands on" approach.

Technical

* Active Directory

* Windows XP/2007/7 & 8

* Office 2003/2007/2010

* TCP IP (DHCP, DNS)

* Installation and movement of IT equipment

* Cisco Call Manager (desirable)

* Windows Deployment Services (desirable)