L1 Service Desk Engineer
Posted 2 weeks ago by Qualient Technology Solutions UK Limited
Negotiable
Undetermined
Undetermined
Leeds, England, United Kingdom
Summary: The L1 Service Desk Engineer role involves providing direct user support in an IT/Application Support helpdesk environment, with a focus on ITIL best practices. Candidates should possess strong communication skills and the ability to work independently while maintaining high-quality standards. Experience in fault finding and improving first-time fix ratios is essential, along with a customer-focused approach. The position requires fluency in English and the ability to engage effectively with colleagues and customers.
Key Responsibilities:
- Provide direct user support in an IT/Application Support helpdesk.
- Advocate for ITIL best practice processes.
- Engage with customers to gather additional information as needed.
- Improve first-time fix ratios through effective fault finding.
- Communicate effectively with colleagues of varying IT skill levels.
- Maintain high-quality standards in service delivery.
- Work collaboratively as part of a team.
- Demonstrate strong organizational and time management skills.
Key Skills:
- SC eligible.
- ITIL V4 Certification desirable; ITIL V4 training preferred.
- Proven experience in an IT/Application Support helpdesk.
- Strong organizational, time management, and work prioritization skills.
- Creative problem-solving skills.
- Fluent in written and spoken English.
- Customer-focused with a flexible approach.
- Ability to work independently and take initiative.
- Ability to accurately record detailed information.
- Experience in a customer-facing environment.
Salary (Rate): undetermined
City: Leeds
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Role Requirements:
- Experience / Education:
- • SC eligible
- • ITIL V4 Certification desirable; ITIL V4 training preferred.
- • Proven experience in an IT/Application Support helpdesk, providing direct user support.
- • Advocate of ITIL best practice processes.
- • Experience in a customer-facing environment.
- • Experience in fault finding and improving first-time fix ratios.
- Key Generic Competencies:
- • Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations.
- • Strong organizational, time management, and work prioritization skills.
- • Ability to work independently and take initiative.
- • Creative problem-solving skills.
- • Ability to accurately record detailed information and engage with customers for additional information as needed.
- • Commitment to maintaining high-quality standards.
- • Customer-focused with a flexible approach to business requirements.
- • Ability to work collaboratively as part of a team.
- • Fluent in written and spoken English.