Overview
The Service Desk Engineer (L1) will join a dynamic on-site team, working within a private healthcare setting to provide support for incident, problem, and request management in a structured, SLA-driven service desk environment. This contract position offers an immediate start, hybrid working flexibility, and a chance to gain practical experience aligned with ITIL processes, all while being part of a supportive team dedicated to service excellence.
Responsibilities
- Respond to customer incidents and requests logged via various channels.
- Resolve incidents and requests within SLA, escalating to other resolver groups when necessary.
- Administer the problem management process effectively.
- Manage tickets for incidents, problems, and requests within the Service Management Tool.
- Triage and assign tickets based on priority and complexity.
- Provide daily updates on on-hold tickets to customers.
- Draft and review knowledge base articles and user guides.
- Conduct customer satisfaction calls to assess service quality.
Requirements
- Minimum 2 years of experience in IT support.
- Excellent troubleshooting skills across various platforms.
- Good working knowledge of Windows 7, Windows 10, Windows Server, Active Directory, and Exchange.
- Understanding of networking and hardware troubleshooting.
- Proficiency in Microsoft Office applications.
- Immediate availability to start.
- Commitment to a hybrid working model with 3 days on-site and 2 days remote in Kensington, London.