IT Service Desk Engineer

Job description

IT Service Desk Engineer

Permanent opportunity

London - Onsite

£24,000 - £30,000(DOE)

My Client:

My client are an established Further Education organisation looking for an IT Service Desk Engineer to join their team a support the IT Team.

Your Role:

• Respond to either 1st/2nd support calls - via service desk, phone or face to face.
• Update the service desk incidents, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately
• Diagnose/trouble network issues on desktop/mobile clients/VOIP devices
• Maintain a strong customer focus at all times
• To maintain inventories of equipment as required
• To check regularly and maintain peripheral equipment such as printers, whiteboards, projectors to ensure that these are functioning and available to users
• Provide guidance and answer IT related questions and ad-hoc support for users.
• To be the first point of call for call logging and do so in a prompt and polite manner.
• To take responsibility for the calls generated and for the accuracy of the call logging system, recognising trends or potential incidents for escalation.
• To resolve calls, where possible, in a manner that doesn't affect the above.
• Ensure that calls are prioritised and dealt with effectively by monitoring response times and escalating where necessary.
• To seek support from service/infrastructure engineers and IT Management for calls that pass their due dates, or where more experience is required in resolving a call.
• To escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible, including number of users affected and scale of impact on students, staff or sites.

What you need to be successful:

• Previous experience in a similar role, providing 1st and 2nd Line support
• Customer focussed approach
• Active Directory
• Trouble shooting experience
• Previous experience as an IT service desk analyst
• Basic software and hardware troubleshooting skills.
• Excellent telephone manner and customer service skills
• Organised
• Team player

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.