Onsite IT Service Desk Engineer
Posted 1 week ago by CDW UK
Negotiable
Undetermined
Undetermined
Luton, England, United Kingdom
Summary: The Onsite IT Service Desk Dispatcher is responsible for being the first point of contact for IT-related issues, efficiently managing and dispatching service requests to the appropriate support teams. This role involves triaging tickets, ensuring timely resolution, and maintaining high user satisfaction. The position is based in Luton, England, and is offered as a 12-month fixed-term contract.
Key Responsibilities:
- Receive incoming IT support requests via various channels (phone, email, ticketing system ServiceNow).
- Perform initial triage of issues to determine urgency, impact, and the appropriate support tier or team.
- Prioritise tickets based on established Service Level Agreements (SLAs) and urgency.
- Efficiently dispatch and assign tickets to the relevant IT technicians or teams based on their skills, availability, and workload.
- Monitor ticket queues and technician schedules to ensure timely progress and adherence to SLAs.
- Assist with the Warehouse equipment located within the Luton Warehouse, picking devices, printers.
- Act as the primary communication point between users/clients and the IT technical teams.
- Maintain clear and concise communication with IT team members regarding ticket details, expectations, and changes.
- Address basic user queries or provide initial troubleshooting steps where appropriate (e.g., password resets).
- Maintain accurate and detailed records of all interactions, actions taken, and ticket status within the ticketing system.
Key Skills:
- Experience in IT service desk or support roles.
- Familiarity with ticketing systems, preferably ServiceNow.
- Strong communication and coordination skills.
- Ability to triage and prioritise IT support requests effectively.
- Basic troubleshooting skills for common IT issues.
- Organisational skills to manage multiple tickets and priorities.
Salary (Rate): undetermined
City: Luton
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Title: Onsite Engineer - IT Service Desk Dispatcher
Location: Woodside Industrial Estate Dunstable LU5 4TP
Contract: 12 Months FTC
Principal accountabilities: As an IT Service Desk Dispatcher, you'll be the crucial first point of contact for all IT-related issues and service requests. Your primary responsibility will be to efficiently receive, triage, prioritise, and dispatch tickets to the appropriate IT support teams or individuals. You'll ensure that our technical teams are fully utilised and that all issues are addressed in a timely manner, maintaining high levels of user satisfaction.
Key Responsibilities:
- Ticket Management: Receive incoming IT support requests via various channels (phone, email, ticketing system ServiceNow). Perform initial triage of issues to determine urgency, impact, and the appropriate support tier or team. Prioritise tickets based on established Service Level Agreements (SLAs) and urgency. Efficiently dispatch and assign tickets to the relevant IT technicians or teams (e.g., Desktop Support, Network, Systems, Applications) based on their skills, availability, and workload. Monitor ticket queues and technician schedules to ensure timely progress and adherence to SLAs. Assisting with the Warehouse equipment located within the Luton Warehouse, picking devices, printers.
- Communication & Coordination: Act as the primary communication point between users/clients and the IT technical teams. Maintain clear and concise communication with IT team members regarding ticket details, expectations, and changes. Address basic user queries or provide initial troubleshooting steps where appropriate (e.g., password resets).
- Documentation & Reporting: Maintain accurate and detailed records of all interactions, actions taken, and ticket status within the ticketing system.