Overview
We are looking for an experienced Service Desk Engineer to provide outstanding technical support in a hybrid work setting. This role is crucial for ensuring clients have a positive experience by maintaining clear communication throughout the service delivery process and taking ownership of technical issues. Collaborating closely with both clients and internal teams, the successful candidate will focus on continuous improvement and effective incident management.
Responsibilities
- Act as a technical escalation point, providing guidance and support to junior team members.
- Deliver high-quality technical support aligned with customer experience best practices.
- Maintain clear, proactive communication with customers throughout the lifecycle of incidents and requests.
- Apply ITIL principles to ensure consistent, reliable, and customer-focused service delivery.
- Take full ownership of issues, ensuring timely and effective resolution.
- Contribute to the improvement, testing, and documentation of service desk processes and procedures.
- Work collaboratively with internal teams to deliver a seamless, end-to-end customer experience.
Requirements
- Strong knowledge of the ITIL framework, including incident and major incident management.
- Demonstrated ability to prioritise workloads effectively in a fast-paced environment.
- Proven troubleshooting and problem-solving skills.
- Excellent communication skills with a strong customer-centric mindset.