1st Line Helpdesk Support Engineer


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2018-12-05 17:33:021970-01-01Monarch IT
Job TypePermanent
LocationCoventry
AreaWest Midlands, UKCoventry
SectorInformation Security
Salary£22000 - £23000 per annum
CurrencyGBP
Start DateASAP
Job Ref1stCov
Description

1st Line Support Engineer


We are currently recruiting for a 1st Line Support Engineer to provide day to day Level 1 Service Desk support. Utilize technical experience and customer service skill to assist end users resolve incidents and fulfil requests remotely, and escalate as needed.  Focus on  customer service through achievement of service response and resultion times as prescribed in Service Level Agreements. Use Knowledge base and Service Management tools to ensure effective response and resolution of incidents and fulfiment of service requests. Pursue ongoing technical and business knowledge growth through collaboration with Level 2 and 3 Support Analysts, as well as other MIS team members as opportunities arise. 



Responsibilities

  • Learn and implement approved MIS policies, processes and procedures
  • Monitor the Service Management queues following  the Service Desk checklist
  • Log all incidents and service requests in the Service Management system
  • Create well-documented and actionable tickets. Ensure all relevant information is entered in the Service Management system
  • Resolve incidents and fulfil requests upon initial response where possible
  • Triage all support requests coming to MIS UK via the service desk phone, e-mail, and self service portal
 

Requirements 
    • Microsoft technical certification in desktop administration or similar  
    • Atleast two years Service Desk support experience  
    • Strong customer service skills
    • Knowledge of ITIL v3
    • Logical approach to problem solving
    • Self motivated Team player
    • Patience and ability to remain calm under pressure
    • Experience in the day to day support of:
    • Printer Support
    • Desktop Applications
    • Desktop Administration   
    • Windows Support
    • PC network and internet connectivity
      • Windows Operating Systems
      • Remote Access Tools
      • Active Directory
      • Microsft Exchange Administration
      • SharePoint
 

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