ICT Service Desk Engineer

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Posted 6 days ago United Kingdom Salary undisclosed
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Job Description

ICT Service Desk Engineer

Location: Vesty Road, Liverpool (office based)

Type of Job: Permanent, full time

Ref No: V12995

Telent are currently looking for an ICT Service Desk Engineer to join a team of experienced Service Desk Engineers as part of a busy Network Services team in Liverpool.

This is a great opportunity for an experienced Service Desk Analyst / Helpdesk Analyst / Customer Service Agent to move up into an ICT Service Desk Engineers position, taking a more practical approach to Service Desk Support by offering 1st time virtual fixes of IT related issues.

If you are someone who is good at Customer Service, helping people, and possess a strong passion for IT, whether it be fixing computers, IT equipment, or possess good amounts of theoretical knowledge around IT and the workings of IT, we encourage you to apply, as we offer training!

ICT Service Desk Engineer - Role Profile

You will be joining a customer focused ICT Service Desk team supporting our customers who are based within the Emergency Services sector. This role is suitable for those who possess a good level of experience within a Customer Service Agent role OR Service Desk Analyst role, or someone looking to break into that field who has a solid grounding with the use of IT (eg. able to set up Printers, Networks, WiFi, Router installs and set-ups, troubleshooting basic IT related issues, replacing IT equipment, swapping components etc.).

The role will require a strong grounding in ICT Service Support adhering to ITIL processes. The ICT Service Desk Engineer role will include troubleshooting, problem-solving, and using technical skills-based knowledge using various diagnostic tools - training will be provided.

ICT Service Desk Engineer - Typical Deliverables​​​​​​​

  • To be part of the Service Desk function, being the first point of contact for our customers, logging incoming incidents and service requests on the service management system, Remedy.
  • Provide 1st line technical / 1st Line IT support assistance.
  • Provided end to end ownership of all incidents and service requests.
  • To work within strict SLA's and KPI's.
  • Liaise with suppliers to ensure resolution to agreed SLA's and standards.
  • Work within the framework and guidelines of ITIL processes and policies, ensuring alignment to best practice.
  • To ensure a consistent excellent level of service is provided and support any necessary changes to improve the delivery of service to Customers.

Business Operations Skills - Experience

  • 1-2 years' experience working in a call centre environment OR helpdesk OR Service Desk OR Customer Service OR other telephone-based service functions, using applications to log and monitor information.
  • Experience of working with command-and-control systems - Desirable
  • Experience of supporting Windows, Active Directory, Exchange, bespoke applications - further training provided around this.
  • Proven troubleshooting skills within a service driven environment.
  • Experience with remote access technologies - Desirable.

Business Operations Skills - Qualifications

  • ITIL Foundation - Desirable
  • ITIL Practitioner - Desirable
  • Any depth of experience may be taken into account where these qualifications have not been attained.
  • Ability to be Security Cleared

Behavioural Requirements

  • Experience of working in a busy office / customer service environment, ability to work under pressure and to tight deadlines.
  • Excellent Customer Service skills.
  • Pleasant, confident, and possess a professional telephone manner.
  • Communication skills, listening skills, and possess the ability to explain technical details to non-technical Customers.
  • Ability to communicate with people at all levels.
  • Ability to improve on current skill set and keep up to date with relevant technologies.

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
  • Occupational health support
  • Telent Rewards Scheme

Why choose Telent?

Telent is a leading technology company and specialist in the design, build, support and maintenance, drawing on decades of experience in mission critical communications and technology of the UK's critical digital infrastructure. We work together to make everyday life work better for everyone. You'll be part of a team of more than 3,000 brilliant, dedicated people committed to getting the job done well.

Brilliance brought together.

We are guided by our values and behaviours:

  • Be Inclusive
  • Take Responsibility
  • Collaborate
  • Be Customer-focussed

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.