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Helpdesk Engineer

Posted 23 January by 1st Choice Computer Appointments Easy Apply Ended

Helpdesk Engineer


Herne Bay


Reporting To:Helpdesk Manager


Dealing with incoming requests in a professional, courteous manner over the phone and via email

Taking ownership of requests and managing them in a logical and methodical manner

Correctly logging incidents and faults, categorising and prioritising them in line with team procedures

Conducting full and thorough diagnostics with end users, proactively keeping the customer informed of progress and enable first point of contact fault resolution

Ensuring all faults are progressed and cleared within SLA - escalating to other internal and external teams as appropriate

Diagnosing and resolving problems to the customers’ satisfaction

Maintaining and developing own knowledge and skills to assist with first time fault resolution

Monitoring and identifying problems within client technology in a proactive method with a view to preventing issues before they occur

Identifying and escalating repeat issues or service risks to Service Delivery Managers

Sharing knowledge with team colleagues

Managing a number of scheduled tasks for customers, designed to ensure that the customers’ systems remain operational

Comply with company procedures in accordance with ISO 9001 Quality Manual and identify any improvements to processes where SLAs are not being met

Skills, Experience and Knowledge

Familiar with windows desktop and server environments at a technical level

A keen interest in networking and WAN technology

Must be able to demonstrate a customer first approach to support

Able to liaise and communicate confidently and professionally with customer representatives at all levels

Natural aptitude for trouble shooting and problem solving

Have solid experience in a helpdesk or technical support environment

Highly organised and able to work on own initiative to complete the range of tasks required

Flexible and willing to work outside core business hours as required

Holidays:33 Days Per Year (Including Bank Holidays)

Reference: 34294663

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