The 1st Line Service Desk Engineer works as the first point of client contact within the Support Delivery team. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions. You will be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security and bespoke managed solutions.
You will act as the first point of contact for issues raised by both phone or email as well quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA. You will need to be able to demonstrate strong communication skills with clients, peers and senior members of the team, enabling the gathering of all relevant information around the issues & correctly recording this within the service management system. Where necessary you will escalate issues to the relevant team and report key information to the Service Desk Manager. The role requires you to be able to move from one issue to another efficiently, whilst dealing with a broad range of technologies and end user abilities.