Service Desk Engineer
Service Desk Engineer - Cambridge
Salary: £20k - £33k + 31 Days Holidays + Mobile Phone + Medical Plan + Pension + Sick Leave + Financial Bonuses + Birthday Treats + Personal Development Plan (Technical Mastery Programme)
Our client is one of the leading ICT businesses in the region working with local businesses and schools.
They have been in business for over 19 years and have delivered a UK-leading approach in Managed IT Support Services and IT Solutions.
They deliver their IT Support and Solutions with a More Personal Approach to Service and offer their customers the Ultimate Technical Skillset.
Becoming their long-term IT Partner.
Working closely with the team and the Technical Services Manager, you will be predominantly based in their fantastic Cambridge office.
There may be times when you will be required to attend a customer's site to carry out their pre-booked site visit.
As a Service Desk Engineer you will act as the first point of contact for the IT Managed Services customers, consisting of businesses and schools.
Industry leading software will be at your disposal, to log the support calls and perform remote access.
The primary objective of this role is to provide first time resolution of the issues the customer is experiencing.
This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of the Snr Engineers to investigate further and help resolve the issue.
Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and the company, but providing timely updates and ensuring the fault is given the correct level of priority.
? Dealing with incoming faults in a professional and courteous manner over the phone and via email
? Taking ownership of faults and managing them