L1 Service Desk Engineer
Posted 2 days ago by Qualient Technology Solutions UK Limited
Negotiable
Undetermined
Undetermined
Leeds, UK
Summary: We are seeking an L1 Service Desk Engineer at Qualient Solutions, who must have SC eligibility or active SC clearance. The role involves managing support calls, resolving user requests, and collaborating with colleagues to enhance service delivery. The ideal candidate will have experience in IT/Application Support and a strong understanding of ITIL best practices.
Key Responsibilities:
- Update support call documentation within the Service Desk management system, ensuring accurate incident details and history.
- Work within agreed Service Desk procedures at all times.
- Resolve user requests in accordance with service level agreements.
- Own issues until they are mitigated, resolved, or transferred to a new owner.
- Stay informed about new products and services used in customer deployments.
- Produce relevant training documentation.
- Demonstrate knowledge of specific technologies and develop technical expertise across supported services.
- Resolve user requests, providing clear and concise updates.
- Maintain confidentiality per data protection policies and procedures.
- Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes.
- Focus on customer satisfaction by demonstrating empathy and going the extra mile.
- Undertake other duties as required by the manager.
Key Skills:
- SC eligible.
- ITIL V4 Certification desirable; ITIL V4 training preferred.
- Proven experience in an IT/Application Support helpdesk, providing direct user support.
- Advocate of ITIL best practice processes.
- Experience in a customer-facing environment.
- Experience in fault finding and improving first-time fix ratios.
Salary (Rate): undetermined
City: Leeds
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
We at Qualient solutions Looking for L1 Service Desk Engineer with SC Eligible or Active SC clearance
Job Description:
Key Responsibilities:
Update support call documentation within the Service Desk management system,
ensuring accurate incident details and history.
Work within agreed Service Desk procedures at all times.
Resolve user requests in accordance with service level agreements.
Own issues until they are mitigated, resolved, or transferred to a new owner.
Stay informed about new products and services used in customer deployments.
Produce relevant training documentation.
Demonstrate knowledge of specific technologies and develop technical expertise
across supported services.
Resolve user requests, providing clear and concise updates.
Maintain confidentiality per data protection policies and procedures.
Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies
and create self-service materials to reduce incident volumes.
Focus on customer satisfaction by demonstrating empathy and going the extra mile.
Undertake other duties as required by the manager.
Experience/Education:
SC eligible
ITIL V4 Certification desirable; ITIL V4 training preferred.
Proven experience in an IT/Application Support helpdesk, providing direct user support.
Advocate of ITIL best practice processes.
Experience in a customer-facing environment.
Experience in fault finding and improving first-time fix ratios.