Service Desk Engineer

Zenzero Solutions Ltd; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services company in Cambridge is seeking a Service Desk Engineer to provide exceptional support to clients. You will ensure effective service desk support across various products and platforms while meeting KPIs and SLAs. The ideal candidate should demonstrate strong technical skills and excellent interpersonal abilities. This full-time role requires fluency in English and the ability to handle customer interactions professionally.

Qualifications

• Demonstrated technical capability relevant to duties.
• Ability to adhere to KPIs and SLAs.
• Experience in customer interaction and support.

Responsibilities

• Answer phone calls from end-users to resolve issues.
• Work on assigned tickets logged via various channels.
• Record work and time accurately.
• Communicate professionally with customers.
• Ensure adherence to performance targets.
• Build relationships within teams for positive outcomes.

Skills

Technical capability

Interpersonal and communication skills

Fluent in English

Education

Recognised vendor certification(s)

Foundation level Microsoft certification

Job description

Service Desk Engineer

The 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.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

Location

Cambridge, England, United Kingdom