1st Line Service Desk Engineer

• Nottingham – Office Based
• £22,000 - £25,000pa DOE
• Free on-site parking/ WorkBYTRAM discounted travel scheme
• 26 days holiday + bank holidays
• Excellent company benefits

Due to the nature of our roles, candidates must be a UK resident residing within commutable distance to Nottingham. Please note that we cannot offer visa sponsorship for overseas candidates.

RESPONSIBILITIES:

• Providing clients with an effective resolution to reported technical incidents.
• Setting clear expectations of resolution timescales, highlighting the next steps, and ensuring these are in line within the SLA.
• Maintaining accurate case notes, using appropriate templates.
• Escalating incidents and requests to the appropriate internal or external teams ensuring the process is managed through to resolution.
• Working alongside the departmental team to improve overall knowledge as well as contributing to improvement initiatives.
• Working with the interfacing teams in a collaborative approach to any problems encountered whilst maintaining a positive relationship.

SKILLS & EXPERIENCE:

• 1+ years of experience in a 1^st Line IT Support role is essential.
• Experience with using a ticketing system to log cases is desired (ServiceNow, etc).
• An understanding of ITIL Framework is desired.
• Degree qualified in a computer/technology hardware focussed subject.  

OUR CLIENT:

Is a CRN Reseller of the year winner that provides technology solutions, hardware, software, and managed IT services to a large and growing set of industry-diverse clients. As an intrinsically forward-thinking organisation, they are committed to investing in the business to ensure it continues in its upward growth trajectory and stands out from its competition.