Desktop Support Engineer

Job Description:

Maintain, manage and develop the IT Service Desk.
Deliver an effective Service Desk in line with ITIL standards, providing advice and guidance, ensuring resolution within agreed timescales and that customers are appraised of progress.

You will provide excellent customer experience and high quality IT support and hands on experience on office 365.

You will have excellent verbal and written communication skills and the ability to interact professionally with a diverse group (executives, managers & subject matter experts) whilst providing an excellent customer experience.

Monitor cases nearing their SLA limit and ensure that agents are responding and resolving them by the target dates

Devise, agree and set SLA's, standards and procedures with IT Managers.
Work with the Problem Analyst and ensure the Service Desk is effective in identifying and triggering the resolution of common and re-occurring incidents, ensuring the root cause is documented and the remedy implemented.
Manage the IT complaints process.
You will be required to work the hours and times necessary to discharge the duties of the post.
Record incidents and provide timely feedback to customers.
Skills/Experience required:
Managing an ITIL based Service Desk, implementing and following best practice
Managing and developing staff, creative use of resources to deliver outcomes
Managing complex stakeholder relationships, influencing positive outcomes by using excellent negotiation and communication skills