Technical Service desk Engineer
Posted 1 day ago by LSA Recruit
Negotiable
Undetermined
Hybrid
Leeds, England, United Kingdom
Summary: The L1 Technical Service Desk Engineer role involves providing first-line technical support and service to customers, acting as the initial point of contact for technical queries. The position requires diagnosing and resolving incidents while managing cases from various stakeholders. This is a hybrid role based in Leeds, requiring two days of in-office work each week. The ideal candidate will have a background in IT/Application Support and a commitment to high-quality service delivery.
Key Responsibilities:
- Provide onsite service and support to customers as part of the Technical Service Desk.
- Act as the first point of contact for all technical queries and issues, providing Level 1 Support.
- Investigate, diagnose, and resolve alerts and incidents.
- Manage a variety of cases from members of the public, Reliant Parties, and Suppliers.
- Ensure high-quality service delivery that aligns with business goals.
Key Skills:
- SC eligible.
- ITIL V4 Certification desirable; ITIL V4 training preferred.
- Proven experience in an IT/Application Support helpdesk.
- Advocate of ITIL best practice processes.
- Experience in a customer-facing environment.
- Experience in fault finding and improving first-time fix ratios.
- Effective communication skills with colleagues of varying IT skill levels.
- Strong organizational, time management, and work prioritization skills.
- Ability to work independently and take initiative.
- Creative problem-solving skills.
- Commitment to maintaining high-quality standards.
- Customer-focused with a flexible approach to business requirements.
- Ability to work collaboratively as part of a team.
- Fluent in written and spoken English.
Salary (Rate): undetermined
City: Leeds
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Title: L1 Technical Service Desk Engineer
Experience: Proven working experience in an IT/Application Support helpdesk
Location: Leeds – Hybrid role. 2 days per week in the office – Leeds
Job Type: Contract
Job Summary: We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our customers. As part of the Technical Service Desk, you will act as the first point of contact for all technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of Cases from members of the public, Reliant Parties (onboarded services from other Government departments, and Suppliers ensuring a high-quality service that aligns with our business goals.
Role Requirements: 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.
Key Generic Competencies:
- • Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations.
- • Strong organizational, time management, and work prioritization skills.
- • Ability to work independently and take initiative.
- • Creative problem-solving skills.
- • Ability to accurately record detailed information and engage with customers for additional information as needed.
- • Commitment to maintaining high-quality standards.
- • Customer-focused with a flexible approach to business requirements.
- • Ability to work collaboratively as part of a team.
- • Fluent in written and spoken English.
For more info, please contact mahanthi@Lsarecruit.co.uk