Technical Support Engineer - Service Desk

Cheshire  ‐ Onsite
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Description

Service Desk (Support level 1) - Crewe, UK

Service Desk - We are looking for an experienced Service Desk to join one Europe's largest and fastest growing clients in a progressive and innovative international team on a 6months + contract in Crewe.

Desirable Skills and Experience:

Who are we looking for?
Service Desk - Technical Support Engineer
Experience: Minimum 3 years
Required:
* End user experience management
* Incident life cycle coordination
* Knowledge management

Technical Skills:
* Real life PC problems - Intermediate
* Relevance and use of technology in companies - Intermediate
* IT End Devices - Intermediate
* Virtual private network (VPN) - Intermediate
* Internet and Intranet - Intermediate
* Windows 7 and Windows 10 navigation - Intermediate
* Operating the computer- Intermediate
* Technical Troubleshooting - Account Management/password reset - Intermediate
* Technical Troubleshooting - OS - Intermediate
* Technical Troubleshooting - End Devices - Intermediate
* COTS Application - How to and basic triage - Intermediate
* Ticketing Tool - Intermediate
* MS Office - Intermediate
* Avaya/Phone Operating skills - Intermediate
Process Skills:
* Respond to customer queries via inbound calls, emails, f2f (via the walk in service) within defined SLA's
* Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
* Remote desktop troubleshooting. Escalate complex incidents/requests to upstream technical groups
* Record interaction using ticket tool with proper classification
* Perform account unlock/password reset as per defined process
* Dispatch tickets to support groups post gathering required information
* Refer Knowledge base and perform troubleshooting as per defined process
* Follow up and closure of incidents to ensure customer satisfaction
Behavioral Skills:
* Effective Business Communication
* Communication in neutral accent over phone
* Operating the computer, OS and Knowledge base navigation
* Use of Ticketing tool
* Account Management/Password reset
* Active listening and probing skills
* Level 1 and 1.5 technical troubleshooting
* Analytical skills
* Remote desktop skills
Apply Now to Avoid Disappointment - Interviews taking place soon.

Start date
ASAP
Duration
6months +
(extension possible)
From
Gazelle Global Consulting
Published at
09.07.2020
Project ID:
1944716
Contract type
Freelance
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