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Primary Role: Service Desk Engineer
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
* None at present
* Windows 10
* Server 2016
Full Time