IT Service Desk Engineer - 2nd Line Support - Day / Night Shift - Dudley, West Midlands

CDW Limited
£33,000 per annum
11 Oct 2017
25 Oct 2017
Contract Type
Full Time

Global IT Solutions Company requires a suitably experienced IT Service Desk Engineer to provide 2nd Line IT Support for at their established client in Dudley.

You will have at least 5 years commercial IT Support experience and excellent communication skills

This role has a Day / Night Shift Pattern

IT Service Desk Engineer - 2nd Line Support

Location: Dudley, West Midlands

Salary: £33,000 including Shift Allowance + Good Benefits

Key Responsibilities

Providing assistance and technical support on a daily basis on the IT Service Desk. Answering calls to the department, logging them within the Service Desk and ensuring that requests for assistance are responded to in a timely manner through to a satisfactory resolution.

Ensure onsite support is provided in an effective and efficient manner.

Ensuring that customer calls are handled in accordance with the Service Desk call management procedures (this includes full and accurate call notes).

Providing the IT Support Manager with regular accurate information on the status of calls that has been escalated. Ensuring adherence to escalation procedures when dealing with complex system faults. Keeping the IT Support Manager informed of any outstanding issues on a daily basis.

Monitoring outstanding support requests against customer SLA’s, prioritising calls effectively, keeping users up to date with progress and initiating escalation procedures where required.

Managing customer complaints ensuring they are escalated as appropriate

Works under own initiative to diagnose and resolve hardware and software faults across all Trust systems.

Providing a responsive and effective hardware, software, network and phone support in accordance with department service level agreements across the Trust.

Scheduling the installation of equipment for users in accordance with standards and service levels.

Works with IT staff to deploy systems and projects within the organisation, including on-going support.

Management and installation of communication and computer systems.

Maintains security and integrity of all IT Systems and Equipment.

Creating, deleting and maintaining user accounts on various systems.

Production and maintenance of both technical and user documentation and procedures where required.