Reporting to: Service Delivery Manager

Main Purpose of Role

A Service Desk Engineer is the first point of contact in any organisation for resolving or escalating issues relating to hardware, software, network, and others of computer end users when they raise tickets through emails, instant messages, or phone calls.

The post holder will provide effective IT assistance in a first- and second-line support capacity across all aspects of the business. The position is responsible for building, supporting, and maintaining desktop operating systems, associated hardware, applications and streamlining their deployment as part of a continual improvement process. Responding to end user issues in a timely and helpful manner. The position will also require participation in IT-related projects and activities as directed by the IT leadership team.

This role requires the ability to develop effective working relationships with colleagues within and beyond IT, in order to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge. 

This role will require regular travel to Adare SEC sites.

Principal Accountabilities:

• Logging of all tickets made to the Service Desk, via telephone, email, web portal, instant messenger, and walk-up into the IT Service Management tool.

• Effectively communicating using appropriate technical and business level for the audience.

• Setting of colleague expectations, in line with documented priorities, with regards to timescales for both progress updates and incident/request fulfilment.

• Triaging of all tickets logged into the IT Service Management tool, using requisite troubleshooting skills and a high level of individual judgement, and exercising business and commercial awareness.

• Logging tickets with third party vendors, where required.

• Handling and management of all tickets logged into the IT Service Management tool, ensuring service level agreements are not breached, or ensuring timely escalation to appropriate line management/technical resource if there is a risk of breach.

• Utilising customer service skills, problem solving skills, technical toolsets and knowledge sharing toolsets to provide first point fix, first point fulfilment or troubleshooting assistance to business colleagues across Adare SEC.

• Timely re-assignment of calls to IT Service Desk colleagues, other IT Teams or aligned third party vendors for further troubleshooting, fix or fulfilment without introducing a risk or breach of SLA.

• Executing all aligned aspects of the end-to-end IT Asset Management process in line with documented processes and within defined timescales.

• Executing all aligned aspects of the end-to-end Joiners/Movers/Leavers process, including account management, and holding IT inductions, in line with defined timescales.

• Aligning with the procurement process, enabling timely delivery of assets or appropriate escalation where required.

• Providing comprehensive first and second line support, utilising complex technical troubleshooting for the efficient resolution of IT incidents and requests for business colleagues.

• Working independently on complex IT tasks with some technical guidance from technical platform owning teams.

• Delivering supplementary tasks and objectives within defined timescales, producing quality work and results.

• Device provision in accordance with supported operating systems, including maintaining Asset database.

• Microsoft 365 & SharePoint Administration. Creation and deletion of Office 365 accounts and mailboxes, and assignment of licenses to users. Distribution groups will need to be maintained to ensure the correct users are in their relevant groups. Administer the intranet responsible for the development of new libraries and its user permissions within Microsoft SharePoint.

• Maintain the telephone system at the Leicester site and ensure desk and conference phones are setup correctly. Mobile phones will be setup according to company policies and maintaining the Mobile Device Management system to ensure policies are enforced and applied correctly.

• Perform Production/Operations floor walking to offer support to colleagues with IT issues, diagnosing hardware and software faults and solving technical and applications problems on critical production workstations.

• Ability to manage tickets and demonstrate business and commercial awareness, escalating to appropriate senior manager when a ticket is at risk of causing either a risk (reputational, compliance etc) to the business or commercially (client related).

 Behaviours:

• Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service.

• Drive for results: able to go the ‘extra mile’ to achieve tasks, objectives, and targets.

• Demonstrates good attention to detail across all areas of work.

• Teamwork: able to work together with colleagues to pool skills, ideas, and resources to achieve objectives and resolve problems.

• Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify.

• Planning and Organising: able to work to important deadlines and manage time effectively.

Essential, Skills & Knowledge:

• Strong verbal and written communication skills.

• Ability to comprehend and translate issues presented by business colleagues.

• Ability to understand and empathise with business colleagues’ concerns/issues, remaining committed to providing quality results.

• Ability to establish relationships and maintain contacts with business colleagues.

• Effective in identifying gaps in available information required to understand a problem or situation and ability to devise means of remedying such gaps.

• Persistently positive, customer first always attitude.

• Ability to analyse incidents/requests and determine either appropriate fix/fulfilment or display requisite levels of ownership awareness to facilitate time reassignment or escalation.

• Experience of Active Directory User & Computer administration, including user, device, and group management.

• Experience of working within an IT Service Desk.

• Experience of working within a Desktop Support team.

• Experience of working within an ITIL environment.

• IT Qualification desirable.

• Analytical and problem-solving skills with the ability to diagnose and resolve issues.

• Ability to prioritise and manage own workload effectively, without detriment to business needs.

Flexible and available when required.

Full time/Office based 5 days a week, travel to other sites may be required.