We are seeking a highly motivated Service Desk Engineer to act as the first pointof contact for resolving user-reported technical issues and ensuring theirsatisfaction through effective troubleshooting and support.
Key Responsibilities:
- Maintain high customer satisfaction through effective communication and problem-solving.
- Contribute to the smooth operation and continuous improvement of the service desk.
- Triage and diagnose user issues related to hardware, software, network, and applications.
- Provide technical support and guidance to users through various channels (phone, email, chat, etc.).
- Troubleshoot and resolve a wide range of technical problems using established procedures.
- Document incidents, solutions, and escalations following established protocols.
- Provide clear and concise explanations of technical issues to users in non-technical terms.
- Maintain knowledge of current IT trends, products, and procedures through ongoing training.
- Contribute to continuous improvement of service desk processes and knowledge base.
- Adhere to established SLAs (Service Level Agreements) and ensure timely issue resolution.
- Escalate complex issues to senior service desk or other teams when necessary.
Why Join Us?
- Be a crucial part of a dedicated team committed to excellence.
- Enjoy a collaborative and supportive work environment.
- Make a real impact by helping users overcome technical challenges.
If you have a knack for solving problems and a desire to help others, apply today to become our next Service Desk Engineer.
Department/Directorate Information
The Digital Services Directorate ensures that everyone at the ICR has access to the technology they need to do their jobs effectively including providing specialist IT support to the ICR's research community.
We encourage all applicants to access the job pack attached for more detailed information regarding this role. For an informal discussion regarding the role, please contact David McDowald via Email at [email protected]