1st Line Engineer

Recruiter
East Midlands Technology
Location
Newton Solney
Salary
£19,000 per annum
Posted
03 Aug 2017
Closes
15 Sep 2017
Contract Type
Full Time
I am currently working with a client within the manufacturing sector based in Derby who are looking for a IT Support Engineer to join their IT Department.

Key elements of the role will be :

To provide a first point of contact for all staff in relation to IT issues and incidents. To provide exceptional standards of support to all users and support a variety of products, services and platforms. This will be achieved by acting in both a proactive and reactive manner and ensuring that all SLAs are adhered to. Resolutions should be provided in an effective and timely manner.


1st Line IT Engineer (Service Desk) / £18,000 - £22,000 / Perm / ITIL / Comp Tia A+ / Microsoft Stack / Derby


Description

• Provide exceptional customer service.
• Resolve all first line tickets and identify any incidents which need escalating to the 2nd line team.
• Ensure adherence to SLAs.
• Ensure that incidents are dealt with according to customer and priority needs.
• Ensure all incidents are accurately logged.
• Take ownership of logged incidents, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution.
• Follow processes to ensure that a high quality of service is provided to internal and external customers.
• Desire to build relationships within the IT team and the wider organisation.
• To understand the business and its objectives.


1st Line IT Engineer (Service Desk) / £18,000 - £22,000 / Perm / ITIL / Comp Tia A+ / Microsoft Stack / Derby


Person Specification

Responsibilities:


• Log all incoming calls to the service desk.
• Ensure that information is accurately recorded in the service management tool.
• Ensure that incidents are assigned to the correct resolver team.
• Co-ordinate with other members of the IT team to ensure that service outages are correctly communicated to the business or affected users.
• Provide basic in-house training to end-users.
• Ownership of the knowledge base.
• Act as a first point of contact.
• When required represent the IT department.
• Plan and prioritise work to ensure that deadlines and targets are met.
• Develop and maintain skill sets while keeping up to date with new processes, procedures, and developments.

Desirable Qualifications/Experience:

• Experience of working in a customer facing IT environment.
• Experience working in a service desk environment using ticket logging tool sets.
• Microsoft Technology Associate or Comp TIA A+ certification.
• ITIL v3 Foundation.


1st Line IT Engineer (Service Desk) / £18,000 - £22,000 / Perm / ITIL / Comp Tia A+ / Microsoft Stack / Derby


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