Senior Service Desk Engineer

Zenzero Solutions Ltd; East Midlands; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading IT service provider is seeking a Senior Service Desk Engineer to deliver exceptional customer support. You will handle various service desk tickets and maintain high standards of communication, ensuring adherence to performance targets. The ideal candidate will have relevant technical certifications, strong communication skills, and the ability to build effective relationships within the team. This role is crucial for maintaining quality support across services, contributing positively to customer experiences.

Qualifications

• Demonstrate technical capability via assessment or certifications.
• Communicate professionally with customers.
• Build strong working relationships within the team.

Responsibilities

• Answer phone calls from end-users to resolve issues.
• Work on tickets logged through various channels.
• Accurately record work and time.

Skills

Technical capability

Interpersonal skills

Communication skills

Fluent in English

Education

Foundation level Microsoft certification

Recognised vendor certification

Job description

The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will provide exceptional standards of support to customers, across a variety of products, services and platforms. You will work with the Lifecycle Coordinator(s) and Service Desk Manager, to ensure tickets are worked on in an efficient manner and to support SLAs and provide a positive customer experience.

Responsibilities

• Answer phone calls from end-users and working to resolve issues, on first contact, where possible.
• Work on tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the Service Desk team(s), with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Key Skills

• This role requires that you can demonstrate a technical capability that is relevant to achieving the required duties and responsibilities. This may be via a Zenzero technical assessment, or by holding recognised vendor certification(s).
• Pluralsight Foundation role at Average, or above.
• Foundation level Microsoft certification, or equivalent.
• This role requires that you demonstrate the interpersonal and communication skills require to perform the role.
• Fluent in English, both written and spoken.