Service Desk Engineer

N4Engage is trading under Node4 Ltd; East Midlands; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology company in the East Midlands is seeking a 1st line support engineer to manage customer requests and ticketing. The ideal candidate will possess excellent communication and customer service skills, as well as a solid background in IT. You will work closely with 2nd line teams to ensure prompt resolutions while contributing to a positive client experience. This position offers various benefits, including private medical insurance and opportunities for professional growth.

Benefits

Private Medical Insurance

25 days holidays plus your birthday off

Company Pension Scheme

Discounted Gym Membership

Employee Assistance Program

Qualifications

• Must hold or be able to achieve NPPV3 with SC.
• Minimum of 2-3 years of 1st Line Service Desk experience.
• Solid understanding of ITIL ServiceDesk environment.

Responsibilities

• Act as the entry point for all requests and tickets.
• Provide updates on all stages of support calls.
• Escalate issues to 2nd line when necessary.

Skills

Adaptability to new technologies

Self-driven time management

Customer service skills

Interpersonal skills

Communication skills

Tools

Windows 10/8/7

Microsoft Office Suite

Job description

Become a change maker and join Node4. Node4 has a committed, talented, and diverse workforce that is growing. As we expand through growth and acquisitions, we never lose sight of our people. We want you to grow, learn, and evolve with us.

About The Role

As a 1st line support engineer you will be the entry point for all requests and tickets, while also working closely with 2nd line teams to provide a cohesive client experience.

You will update customers on all stages of support calls, from logging, research, action plan, escalation to resolution, and if required timely escalated to 2nd line. Excellent communication must be upheld at all times with team members and clients.

What will you bring?

• The drive to continually progress skills year on year.
• Ability to adapt to new and unfamiliar technologies quickly.
• Excellent self‑driven time management skills when delivering support services.
• Highly motivated to deliver quality outcomes and remain calm under pressure.
• Excellent communication skills at all levels.
• Excellent personal management skills relating to conduct, timekeeping and delivery against commitments.
• Excellent punctuality skills relating to customer and non-customer engagements.
• Excellent inter‑personal skills working in and contributing to small and large teams both client facing and internally.
• Contribute to new ideas for support and managed services.

Essential Criteria

• Must hold or be able to successfully achieve and maintain NPPV3 with SC.
• Able to evidence excellent customer service skills.
• Possess a passion for IT and keen to progress.
• Knowledge of the ITIL ServiceDesk environment.Excellent and demonstrable documentation ability for both technical documents and customer communication.
• Follow policies, procedures and controls.Work to strict SLA's and ensure case information is correct and current.Working knowledge of Windows 10, 8 and 7 Operating Systems.Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel.Minimum of 2-3 years 1st Line Service Desk experience.Experience working with 3rd parties and triaging.

  What we can offer you

  • Private Medical Insurance or Company Paid Health Cash Plan
  • Employee Assistance Program
  • 25 days holidays plus your birthday off
  • Option to purchase additional holiday (up to 5 days)
  • Company Pension Scheme
  • Life Assurance x4
  • Employee investment with Node4 training Academy
  • Family savings and shopping discounts through the Node4 benefits portal.
  • Discounted Gym Membership
  • Modern facilities with open and welcoming breakout areas
  • Company Social events

  Why join Node4?

  Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide, from three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard.

  Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.