Service Desk Engineer

Service Desk Engineer

2-3 years
Not Specified

Job Description

Job Description
The primary role of the Service Desk Engineer is to provide technical services to Business IT clients, remotely from the Service Desk, according to the service levels stipulated in the Managed Service Agreement (MSA) provided by Business IT Limited at levels (1-2) of support. The Service Desk Engineer will be allocated incoming requests from any of our client base dependant on the technical degree of complexity as well as being assigned areas for maintenance and checking, such as backups and upgrades. Projects will be assigned from time to time, for example Office 365 migration. The Service Desk Engineer will manage each job with a ‘Security first approach to ensure risk of a client's IT environment being breached is mitigated.
This includes receiving, prioritising, escalating and actively resolving client requests in a professional and timely manner, including all relevant documentation associated with the job. The problem resolution process may involve the use of diagnostic and help request tracking tools, as well as providing hands-on help to the client through use of remote support tools or on-site services. The Engineer will take accountability and ensure jobs are followed through to completion that have been assigned to them.
It is essential that the Service Desk Engineer understands and takes responsibility to meet daily revenue and time recording targets set by the company that form the basis of the agreement.
Achieved By:
  • Provide prompt and appropriate remote IT support in as allocated and ensures completion within scheduled time of assigned task.
  • Monitors assigned clients IT systems through business tools and ensures servers, PC's and other related IT equipment are running efficiently. Ensure that server, router, firewall and virus, Malware protection are in place and working effectively and backups are functioning correctly.
  • Perform daily customer maintenance checks and preventative maintenance, including arranging the checking and cleaning of workstations, printer and peripherals, using the appropriate Business IT resources.
  • Apply diagnostic utilities to aid in troubleshooting and test fixes to ensure the problem has been adequately resolved.
  • Actively research and study new applications/tools/or hardware applicable to Business IT and the Client base.
  • Share information with the Team via the current knowledge base tool - IT Glue, ensuring all changes or additions to any client's network or systems is documented.
  • Ensuring service requests are processed in a manner which meets or exceeds Managed Services Agreements

Level 1 (Entry level)
  • Receives and handles requests for service, following agreed procedures. Phone, email
  • Promptly allocates calls as appropriate.
  • Logs incidents and service requests and maintains relevant records:
  • Identifies and classifies incident types and service interruptions
  • Records incidents cataloguing them by symptom and resolution
  • Acts under guidance to record and track reliability data for your services
  • Performs simple fixes such as password reset and new user setups.

Level 2
  • Systematically interprets user problems and identifies solutions and possible side effects.
  • Uses experience to address user problems and interrogates database for potential solutions.
  • Escalates complex or unresolved incidents.
  • Records and tracks issues from outset to conclusion.
  • During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
  • Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
  • Maintains records, informs users about the process and advises relevant persons of actions taken.

Examples of work performed (but not limited to)
  • On boarding and off boarding new clients and single users at a site across their preferred applications.
  • Office 365 maintenance and user setup
  • Third party application, level 1 and Level 2 troubleshooting. Liaise with third party vendor to resolve.
  • End user troubleshooting Desktop support, printer support, network connectivity and O365 troubleshooting.
  • Cyber security agent deployment and backup monitoring and basic fixes.

Achieved By:
  • Document all work carried out (including progress on current jobs) onto the Business IT Connectwise site as work is done and ensure that all time sheets are forwarded to the Operations Manager weekly.
  • Plan and co-ordinate the development of assigned projects and ensure timetables and budgets are adhered to.
  • Ensure client MSA conditions of agreement are met and contracted resolution times are meet and any inconsistencies are dealt with promptly.
  • Actively contribute to the company Knowledge base - IT Glue

Achieved By:
  • Health and Safety: Ensure that the Company's Health, Safety and Environmental policies are complied with at all times and that HS&E is an integral part of all work practices.
  • Policies and Procedures: Comply with all company Policies and Procedures plus ensure they meet legal requirements.
  • For the benefit of the team members, unique individuals, their colleagues and our business, it is expected that any relevant personal capacity, skills and abilities will be utilised wherever appropriate. On this basis individual team members are committed to using personal initiative and fulfilling any other duties that arise and/or are required and can be reasonably undertaken.

Qualifications And Requirements
This position description is not intended to be a complete or limiting description of the functions that the employee may reasonably be requested to undertake.
Knowledge and Skills
  • Any Microsoft qualifications for ‘Modern Workspace or any other relevant qualifications will be looked at favourably.
  • Microsoft Desktop and O365
  • 3-5 years in a similar role working in a Service Desk environment with desktop and O365 skills.

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