Description
Service/Desktop Support Engineer - Mac OS, Windows 8.1, Google Apps, iOS, Android, Microsoft Office 2013
Job Description
My client is looking for a Service Desk Engineer who has great customer facing skills and is able to work in the area of 1st/2nd line service support, including the ability to handle service desk calls and to pro-actively resolve issues for users.
Skills and experience:
- A good technical background with knowledge and experience of the following technologies: Mac OS, Windows 8.1, Google Apps, iOS, WiFi, Android, Microsoft Office 2013
- Excellent interpersonal skills
- Proven experience in a customer facing role
- Clear verbal and written communication skills
- Ability to demonstrate a strong customer focus
- Ability to work well within a team environment
- A good understanding of service desk challenges
- Proven experience of using remote desktop support tools
- Proven experience of supporting more than one company from the same service desk
- Broad understanding of IT infrastructures an advantage
- A logical approach to problem solving
- Experience of working in a corporate IT service management environment
- ITIL foundation an advantage
- High standards of literacy, numeracy and logical thinking
Key Tasks of the Roles:
- Investigate and resolve incidents
- Carry out request fulfilment
- Carry out desk side visits where appropriate
- Prioritise incidents effectively and maintain SLAs
- Escalate issues appropriately to other support functions and service desk manager
- Take part in root cause analysis
- Support two different departments from the same service desk
- Operate the VIP service
- Build relationships with users
- Identify common learning needs of users and contribute to building knowledge articles
- Contribute to regular reports of service desk activity
- Work in shift patterns between 7am and 7pm
- Provide out of hours support on a rota
Mercator IT Solutions provides services as an agency and an employment business