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Ict Technical Service Desk Engineer

Company: telent    Location: Liverpool
telent ICT V5649 Service Desk Engineer, Liverpool
telent ICT V5649 Service Desk Engineer, Liverpool
Every time you pick up the phone, surf the Internet, travel on a motorway, catch a train, bus or tube, or even dial 999; chances are telent have enabled the technology to make this happen.
Wed be delighted to hear from you if you have the following experience:

Demonstrable and sound experience of:
  • Windows Server OS 2008 and 2012 support;
  • Active Directory;
  • Bespoke Application support;
  • Knowledge and understanding of Exchange (2010 & 2013), SharePoint (2007 -2013and Lync products
  • Anti-Virus software;
  • Experience within a service level driven environment.
  • Clean Driving Licence.
  • Undertake Security Clearance checks.
Role Profile:
  • Provide 1st (2nd) line technical support you will be the first point of contact for all ICT related incidents and service requests.
  • To be part of a proactive team of technical service desk engineers delivering high quality, customer focused service.
  • Responsible for adhering to the ITIL Problem Management Policy and ITIL Incident Management Policy and including the lifecycle management of all incidents.
  • Configuration Management: - responsible for adhering to the policy and process, ensuring CIs are accurate, linking CIs, status accounting.
  • Responsible for communicating planned outages
  • Answered Queue management ensuring incident closure with end users.
  • Responsible for monitoring OOH, providing statistics, ensuring OOH have sufficient support information to provide 1st line support functionality.
  • Responsible for data quality held within the Service Management System, Remedy.
  • Responsible for FAQ documentation and end user guides.
  • Work closely with the Customer base to streamline services in line with ITIL.
  • Self-development, attending appropriate health and safety, ITIL, risk assessment training courses and sitting exams where required.
Typical Deliverables:
  • The role will involve providing general ICT Service Desk support to our Blue light customers.
  • It will include troubleshooting, problem-solving and technical skills based background using various diagnostic tools.
  • In addition, strong inter-personal skills are required to guide customers (both internal and external) through situations (over the phone as well as face-to-face), providing resolution to incidents and ultimately reach customer satisfaction. This may often be under challenging conditions.
  • Communication is a key skill to enable the management of faults through incident, change and problem management.
Excellent employee benefits:
telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:
  • 33 days holiday, including public holidays, plus the option to buy or sell five days each year
  • Company pension scheme
  • A range of family friendly policies including childcare vouchers
  • An employee-funded car leasing scheme
  • Occupational health support
We reserve the right to close this vacancy once we have received sufficient applications.
telent is an equal opportunities employer and is committed to diversity and inclusion.