Onsite Engineer - Service Desk Analyst - FTC

Onsite Engineer - Service Desk Analyst - FTC

Posted 2 weeks ago by CDW UK

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Negotiable
Undetermined
Undetermined
Coalville, England, United Kingdom
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Accounting Management Active Directory Android (Operating System) Apple IOS Financial Information eXchange (FIX) Protocol Ghost (Backup Software) Information Technology Infrastructure Library Management Microsoft Technology Associate (MTA) Microsoft Windows Microsoft Windows 10 Mobile Devices ServiceNow SIPOC Process User Accounts User Provisioning

Summary: The Onsite Engineer - Service Desk Analyst is responsible for responding to IT-related incidents and service requests, ensuring minimal business impact while delivering excellent customer service. This role involves logging and resolving requests in accordance with ITIL processes and operational agreements. The position requires effective communication with both technical and non-technical staff, as well as the ability to prioritize and manage multiple demands. The contract is for 9 months on a fixed-term basis.

Key Responsibilities:

  • Respond to incidents and service requests related to IT Services in line with SLA’s.
  • Log all incoming incidents and service requests according to ITIL processes and local procedures.
  • Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow).
  • Provide a 1st line support service while making decisions on the best time to resolve the incident (over the phone or call back).
  • Escalate incidents within Operational Level Agreements to ensure Service Level Targets are met.
  • Report incidents to 3rd party suppliers as required and monitor their response.
  • Monitor systems and perform user provisioning for Active Directory, Email, and other IT systems.
  • Conduct general IT administration tasks.

Key Skills:

  • Excellent communication skills, able to communicate with technical and non-technical staff.
  • Proactive and self-motivated, able to stay calm and positive.
  • Understanding of IT systems, PCs, and networks.
  • Customer service oriented with a good telephone manner.
  • Attention to detail and high accuracy of work.
  • Organisational skills and ability to prioritise demands of several customers at once.
  • Ability to work well under pressure.
  • Desktop support experience (Windows 10 and onwards).
  • Experience using Ghost imaging tools.
  • Experience supporting mobile devices (iOS and Android) and troubleshooting network issues.
  • Knowledge of Active Directory and user account management.
  • Experience setting up and troubleshooting network printers.
  • Software installation and troubleshooting skills.
  • Team player, professional, and punctual.
  • ITIL Foundation (desirable).
  • COMPTIA A+ (desirable).
  • Microsoft MTA (optional).

Salary (Rate): undetermined

City: Coalville

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Job Title: Onsite Engineer - Service Desk Analyst

Location: Coalville

Contract: 9 Months FTC

Job Purpose: Respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service

Principal accountabilities:

  • Respond to incidents and service requests related to IT Services in line with SLA’s.
  • Log all incoming incidents and service requests according to ITIL processes and local procedures.
  • Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow)
  • Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
  • Escalating incidents within our Operational Level Agreements to ensure that Service Level Targets are met.
  • Reporting incidents to 3rd party suppliers as required and monitoring their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place
  • Monitoring of systems
  • User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
  • General IT Administration

Contacts with Others:

  • Within the business
  • Line Managers and Directors
  • End Users
  • Central services
  • CIO
  • IT Management team
  • IT Teams
  • Committees & meetings
  • Service Desk Briefings
  • IT Department Briefings

Knowledge, skills and experience required for the job:

  • Excellent communication skills, able to communicate with the technical and non-technical employees / staff
  • Proactive and self-motivated, able to stay calm and positive
  • Understanding of IT systems, PC’s and Networks
  • Customer Service Oriented with a good telephone manner
  • Attention to detail and high accuracy of work
  • Organisational skills and ability to prioritise demands of several customers at once.
  • Work well under pressure
  • Desktop Support (Windows 10 and onwards)
  • Experience using Ghost imaging tools
  • Experience of supporting mobiles tablets/smartphone iOS and Android and the Troubleshooting of network issues, understanding of WAN/LAN technologies
  • Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, ou's etc
  • Experience of setting up network printers and troubleshooting, ideally with follow me printing technology.
  • Software installations and troubleshooting
  • Team player
  • Professional & Punctual
  • ITIL Foundation (desirable)
  • COMPTIA A plus (desirable)
  • Microsoft MTA (Optional)

Job Challenges:

  • Managing the workload from the calls to the call logging system
  • Supporting users (different abilities) with different needs
  • Prioritising incoming calls and making decisions on what to fix first and when
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