Description
Job Title: Service EngineerPermanent, to start 03/04/13
Salary: £22-25,000.00
Location: Oxfordshire
Hours: 42 per week / 4 on 4 off 12 hour shift pattern
** SC Security Clearance Required **
Job Description
We are looking for a Service Desk Engineer to work in Carterton, Oxfordshire.In this exciting role our customers expect a high level of service and for their issues to be resolved at the first point of contact. You will be expected to build close relationships with our customers while providing voice & email support for incidents relating to desktop and laptop support, connectivity, client/server based applications, user administrations and provision of new equipment.We work closely with customers to constantly evolve & improve the service we provide, to achieve this you will need both a technical and customer orientated back-ground as you will be diagnosing and resolving incidents with many technologies such as Cisco, Windows and Linux.
Responsibilities
The team is responsible for desktop support and support of server/client applications used in the aviation industry.
The Service Desk is the primary contact point for the customer, providing an excellent customer experience. The role includes ensuring high quality responses to requests for support by phone, email and 'walk-up' requests.
Ensuring that you take responsibility for owning and resolving technical issue at the first point of contact is key. In addition there is a strong focus on improving the customer's experience. This is achieved through achieving SLAs, clear communication, proactive support and detailed call analysis. Resolve support requests from customers by phone, email and 'walk-up' requests
Excellent problem solving skills Perform proactive monitoring and complete daily/weekly checks to maintain service availability. Raise improvement suggestions for technologies and processes to improve the "first time fix rate" and share knowledge in the team
Provide a professional approach and excellent service to our customers at all times
Qualifications & Requirements
Excellent diagnostic skills
Experience supporting desktop and laptop issues
Experience supporting client/server applications
A practical and demonstrable technical knowledge with a recognised qualification Eg. MCSE, CCNA
Security
Successful applicants will need to satisfy Ministry of Defence security requirements (SC clearance level).