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2nd Line Engineer - Service Desk
 
Title: 2nd Line Engineer - Service Desk
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
Salary: £30,000.00 - £35,000.00
Salary per: annum
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Description:
We are looking for a 2nd Line Engineer to join our London based Service Desk Team, and play a key role in providing brilliant technical support and customer service for our clients.

The core focus of the role is to deliver first class service, advice and technical support to clients, through the highest standards of integrity, efficiency, knowledge and co-operation.

The objective of the Service Desk (SD) team is to provide the interface between clients and 6DG in order to ensure that an agreed level of customer satisfaction is achieved and that the service consistently delivered is to the standard required. Key elements of the role will include;

Resolving technical incidents logged by clients in an efficient, professional and consistent manner. Providing 2nd level Incident analysis and support, resolving incidents as appropriate within the specified guidelines. As a member of the Service Desk 2nd line team, act as a point of technical escalation for the 1st line team. Working cooperatively with team members and colleagues, contributing positively and constructively to the achievement of team and organisational objectives. Taking proactive accountability and ownership of own actions and SD activity to ensure 6DG and client best interests are maintained. Taking proactive responsibility for client communication during Major Incidents and providing updates as required by Service Support and Operations Manager/TL. Ensuring throughout your own and overall SD ticket lifecycle, that appropriate communication takes place with client and key stakeholders at all times. Accurately logging and maintaining real-time updates for all Service Desk Incidents (tickets) using our Service Management Tool. Acting as back up to the SD team in monitoring and acting upon all channels of communication into the SD; ensuring a timely response to all communication in line with customer expectation and SD SLAs and targets. Acting upon events in 6DG’s real-time network monitoring system (SmartWatch). Where relevant, to ensure these incidents are assigned to the appropriate technical resource. Monitoring progress of tickets, providing the customer/client with feedback and real-time information regarding the progress of the resolution, throughout the lifecycle of the ticket, Monitoring progress of problems, providing the client with feedback and updated information regarding the progress of the resolution. Performing trend analysis, identifying and reporting trends to the Service Desk Manager so that the appropriate corrective action can be taken. Proactively escalating Incidents to the SDM or responsible person when Service Level targets are expected to be breached, or where technical or functional escalation is needed. Assigning calls to the relevant technical specialist where initial problem determination is not possible. Requirements

Proven experience working in a similar technical role Demonstrable experience of working with Service related IT systems (Service Desk tools, etc.) Active Directory Exchange Server Windows Server Office 365 (O365) / Outlook Excellent communication skills (both written and verbal) MCSA/MCITP accreditation – beneficial
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