Service Desk Engineer

  • Location:

    Manchester, Greater Manchester

  • Sector:


  • Job type:


  • Salary:

    £120.00 - £150.00 per day

  • Job ref:


  • Published:

    about 1 month ago

Our Government Client are looking for an experienced Service Desk Engineer based in Manchester.

Job purpose

The Service Desk Engineer will work in the Operations team and will be responsible for providing users with remote and desk side technical support across all facilities.

Key Attributes;

  1. Technical knowledge and skills
  2. Interpersonal skills
  3. Organisational skills
  4. Communications skills
  5. Innovation and problem solving skills

Main responsibilities;

  • To troubleshoot Service Desk tickets within service level targets to ensure a high level of customer service is provided.
  • To have extensive knowledge of Windows 10 O/S and Office 365 suite to be able to support a rollout of this technology and support as a new IS Service in the longer term.
  • To escalate tickets to the Infrastructure team or third parties such as external support or maintenance companies, as appropriate, to ensure the timely resolution of calls.
  • To produce technical documentation for use within the department and user guides for the business to ensure the effective use of systems.
  • To provide telephone support answering, logging and prioritising Service Desk tickets to ensure that the service level targets are met.
  • To take responsibility for leading or providing technical assistance on projects when required.
  • To deputise for the IS Team Leader when the Team Leader is out of the office, as part of succession planning.
  • To complete daily, weekly, monthly, quarterly and ad hoc administrative tasks to ensure the Service Desk runs efficiently.
  • To provide support for the Windows network, desktop applications (including Microsoft Office, Avaya telephone system, Android, Apple, VPN, Citrix, Exchange email) and other IS systems.
  • To carry out day-to-day administration of the Windows infrastructure and to resolve technical problems as appropriate.
  • To produce management information and statistics for systems and services to ensure that they are running efficiently, and performance improvements can be identified.
  • To provide training, mentoring and support for team colleagues either directly or through the knowledge base to ensure maximum knowledge distribution within the team.
  • To comply fully with the Data Protection Act, other relevant legislation and policies and procedures to ensure confidentiality and standards are maintained at all times.
  • To identify improvement opportunities to ensure the quality performance and efficiency of the team and systems are continually getting better.
  • To maintain confidentiality of data at all times

Service Desk Engineer, Service Desk, Technical Support, Remote Support, Desk Support, Troubleshooting, Service Desk Tickets, Windows 10, Office 365, Telephone Support, Technical Documentation, Answering, Logging, Windows Network, Microsoft Office, Avaya Telephone System, Android, Apple, VPN, Citrix, Exchange Email, Public Sector, Government, Central Government, Manchester, Greater Manchester

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