Service Desk Engineer

Overview

Service Desk Engineer

Due to continued expansion of  eir evo  we are now seeking to recruit an Service Desk Agent  that endeavours to become an integral part of our  Managed Services Team , working in an evolving and exciting multi-customer, multi-technology IT & Telco environment.

The role would involve :

• Experience working in an IT Helpdesk technician or other customer support role or recognised qualification in relevant field.
• Experience using an ITSM ticketing system.
• Technical Capability : Works under supervision, supporting standard technical queries related to a single product / small set of products (e.g., Microsoft products, operating system, basic networking, PCs).
• Business Awareness : Develops an understanding of Department of Education’s environment and service delivery requirements to enable the delivery of a first-class service.
• Documents actions taken in resolving routine customer enquiries ensuring established processes / systems are followed.
• Problem Solving : Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level : Escalates issues as necessary to deliver required service level and meet or exceed customer expectation, SLAs / TRTs.
• Team Working : Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

Experience