Enterprise Service Desk Engineer

Key Personnel Solutions Ltd
£18500 Per Annum
18 Apr 2017
27 Apr 2017
About the company: As a Service Desk Engineer, you will be responsible for providing first line support to our client's customer base covering a large product portfolio. You will be providing day-to-day support for customers ensuring service levels are achieved and the quality of work meets the high business standards. You will be the first and single point of contact into the Service Desk, responding to all incoming calls and email ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant software. You will ensure that all cases owned are resolved in accordance to the agreed Service Level Agreements, delivering outstanding customer service standards by answering all calls and email promptly, remaining courteous and professional at all times. Job Overview: - To ensure quality and productivity is maintained - To provide excellent service to all customers (internal and external) - To manage your tickets effectively ensuring customers are updated in line with the agreed service level - To answer all calls in a timely manner - To achieve all KPI's as laid out by the Customer Services manager - Answer the phone logging tickets, following up chases and provide engineer bookings. - Monitor e-mails logging tickets, following up chases and provide engineer bookings. - Provide engineering dates for the field engineering team. - Develop IT skills to assist with entry level IT issues. - About you: A minimum of 3 years' experience in a customer service role is essential. A minimum of 3 years' experience in a Technical role is desirable Level 3 or above IT apprenticeship desirable Level 3 or above Customer Services apprenticeship desirable IT Lv3 Foundation desirable CCNA would be an advantage CSE would be an advantage What's in it for you? This is a full time permanant role. Starting as soon as possible. The salary is £18,500. Hours of work are between 8.30am-6.30pm, Monday to Friday. If you are interested please contact Nikki Tatton or Kate Lavery