Junior Incident Engineer

Will contribute to the Service Desks commitment of providing 1st line IT support.

Providing support and visibility to our users and joining a team of analysts responding to and resolving requests for technical support and fulfilling service requests logged via our self-service ITSM tool.

Key Responsibilities

• Assist colleagues in their day-to-day role providing support.
• Resolve incidents for SLC and approved third party employees by first time fix while recording details on ITSM tool.
• Complete Service Requests (including password resets).
• Handle incident tickets from SLC and third-party employees; including contacting by phone when necessary.
• Create, administer and remove account access for SLC and third-party employees under the Joiner, Mover, Leaver process.
• Assist with documents for internal processes, following ITIL recommended standards.
• Assist with maintaining and creating work instructions of existing and new tasks.
• Create documentation/Knowledge of first-time fixes for end users.
• Always ensure a high level of customer satisfaction.
• Escalate unresolved incidents to second line support via the Incident Management process when appropriate.
• Assist with user account management and access control.
• Ensure that all relevant details are recorded in the relevant location during an Incidents lifecycle.
• Take ownership, where possible, of lower impact priority incidents.
• Manage your own workload and any additional relevant tasks, determined required by IT Management.

Required Skill/ Experience

• Excellent attention to detail
• Great interpersonal skills
• Strong general IT knowledge and experience
• Excellent analytical and problem-solving skills.
• Demonstrated customer service experience with excellent written and verbal communication skills.
• Capable of taking proactive actions and showing strong initiative.
• Ability to work effectively both independently and within a team environment.
• Knowledge of Microsoft Office suite of applications and SLC Core Applications.
• Experience of working with SLA's and KPI's.
• Good level of education including Maths and English at standard grade level or above.