Service Desk Engineer/ Analyst

Tittle: Service Desk Engineer/ Analyst

Duration: 12 Months (Possibility for extension)

Location: Chester/Hybrid (4 days per week on site)

Rate: A highly competitive salary is available for suitable candidates

Role Profile

Our client, a prominent player in the investment banking industry, is seeking a dedicated and customer-oriented Service Desk Engineer to join their team. As a Service Desk Engineer, you will play a crucial role in providing first-line support to internal employees via voice and chat channels as part of their 24/7 Global Service Desk.

Key Responsibilities:

• Delivering best-in-class client care by partnering with regional and international partners.
• Effectively managing multiple live chats simultaneously with internal customers, ensuring core metrics for operations and quality are met.
• Basic troubleshooting of Microsoft applications and proprietary systems via phone/chat.
• Providing technology support for up to 2 clients simultaneously through chat channels.
• Documenting tickets clearly for 2nd line teams to fix when first-line resolution is not attainable.
• Collaborating with peers and subject matter experts to continuously expand your skills and knowledge within IT.
• Building strong relationships with global partners and working well as part of a team.

Skills & Qualifications:

• Excellent customer care skills with a strong desire to expand your skills and knowledge within IT.
• Exceptional communication and written skills.
• Strong attention to detail and organisational skills, with the ability to prioritise workload.
• Ability to multitask and maintain focus on all areas of responsibility concurrently.
• Experience in a technology call centre and/or customer service role.
• Ability to utilise multiple resources to determine causes and resolutions of problems and incidents.
• Experience with Windows 10/11, MS Office suite, Office 365, SharePoint, Skype, Citrix, VPN, and Cisco AnyConnect is a plus.
• ITSM Remedy experience is not essential but desirable.

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.