1st Line Service Desk Engineer

Primary Role: Service Desk Engineer

Day-today Tasks:

Ticket /Issue Handling

* Ticket Triaging/Ticket Assessments

* Logging and prioritising faults and queries from calls, emails and through Six Star: Manage.

* End to End ownership of issues and tickets.

* Issue Diagnosis

* finding and fixing faults in software, hardware and networking systems

* Ability to Identify a P1 (Business Critical Issue)

* Ability to differentiate Six Star issues from third party issues, and how to support 3rd party issues.

* Issue Resolution

* Servicing equipment like printers, projectors and IT networks

* Setting up new equipment and upgrading existing systems

* Documenting systems so others can provide ongoing support

* Issue Escalation

* Ticket Escalations to other teams, individuals, or third parties.

* Call Handling

* Taking details from customers about their IT issues

* Training clients on new systems, face-to-face and remotely

* Providing regular client updates on the progress of their issues.

Technical Administration of Service Requests

* Remotely configuring new PCs/Laptops for clients

* Creating/Amending User Accounts

* Deploying Software to Client workstations

Role-Specific Soft Skills:

* None at present

Technologies and Knowledge (to be reviewed by PC)

* Windows 10

* Server 2016