| Job Description
TITLE : IT SERVICE DESK ENGINEER OVERALL ROLE PURPOSE To work in a 24/7 environment, logging incidents and Service Requests accurately, carrying out initial diagnosis and progressing them in a timely fashion to meet KPI’s, resolving the incidents wherever possible. Co-ordinate incident resolution activities across a large number of internal groups and 3rd Party suppliers to ensure customer incidents/changes are resolved within SLA.
Incidents may be detected or received from monitoring tools, phone calls, emails, chat and web. “To be the first point of contact for all colleagues for all IT related issues. To provide excellent customer service by ensuring that all requests are actioned and resolved accurately, in line with agreed business processes and procedures, and to the customer’s satisfaction. To be a contributing team member ensuring key business objectives and individual performance standards are met and/or exceeded.”
Requirements
TECHNICAL COMPETENCIES (Skills and Experience) Essential · Excellent telephonic communication skills, especially in managing UK accent · Good understanding of UK Culture · Ability to form rapport on phone with UK colleagues · Understanding of Windows Infrastructure more focussed at the desktop level including remote desktop management · Understanding of anti virus, patching process, image builds etc · Very basic understanding of variety of platforms like Unix, Mainframes, SAP etc · Understanding of windows server infrastructure including domains, Active Directory and Exchange · Ability to understand criticality of an issue when it is reported based on business impact · Good analytical skills · Engineering Degree with 0-3 years of work experience in a similar environment
Responsibilities
· To answer calls in a professional manner and in a timely fashion, logging details of the incident or service request– ensuring that accurate and complete information is obtained. · To resolve incidents or changes wherever possible at first point of contact or to assign the incident to the correct level2 team or 3rd Party accurately with initial diagnostics carried out. · Ensure that Colleagues receive timely updates on incidents · Ensure that incidents that occur across IT Services or involve multiple 2nd line groups are co-ordinated so that the customer receives a consolidated response from Cable and Wireless. · Ensure that Priority 1 calls are immediately escalated to the Service Support Manager · Ensure that Priority 2 to 4 calls are escalated correct and SLAs are not breached · Ensure that Notification processes are followed. · Follow documented/agreed business processes/procedures and keep abreast of changes. Identify and highlight any deficiencies in the business processes/procedures, offering recommendations and undertaking any corrective action as agreed by the Management Team to ensure the continuous improvement of customer service and satisfaction. · Ensure that ALL alerts generated by our monitoring systems are investigated, incidents raised and the colleagues communicated. · Progress Service requests to ensure they are carried out on time and accurately · Understand the procurement process which is key to servicing many service requests · Work on building up the knowledgebase to drive process improvements over time · Identify opportunities for uplift of documentation either of the nature of updating existing documents or creation of new documents · Ensure the Company’s’ obligations under ‘duty of care’ are fully met in respect of team members and their working environment. · Ensure all Health and Safety requirements are adhered to and audits/work station assessments are completed on a regular and timely basis so that all reports work in a safe and secure environment.
The Individual
WORKING RELATIONSHIPS AND INTERFACES · Colleagues and End Users · Team Leaders and team managers · Resolving teams within IT and Customer Service · Service Managers · MI Managers · Team Managers |