Senior Service Desk Engineer

P1 Recruitment is exclusively working with a successful British brand who is embarking on a major digital transformation. As part of this business critical transformation there is a new role within the IT department, the Senior Service Desk Engineer will join a high-performing IT support function supporting existing IT solutions and new IT solutions as they are rolled out.

Responsibilities

• Troubleshooting end-user devices and applications.
• Ensure that IT issues & faults reported to the IT team are resolved quickly, meeting the departments service level targets and minimising disruption to business-critical systems.
• Mentor and lead junior members of the team.
• Update the Service Desk tool, detailing progress on the tasks for the end user and other team members.
• Log tickets using the Service Desk ticketing tool.
• Resolve complex hardware/software problems laptop/desktop builds.
• Support and troubleshoot Office 365 Suite & Microsoft Business Central.
• Provide EUC support Intune/Citrix/Entra ID/ Power BI.
• Support & troubleshooting - Telephone, voice, Teams, WIFI, VPN, SDWAN.
• Support Cyber Security monitoring endpoint security solutions - CrowdStrike/Trend Micro/MaaS 360.
• Prioritise support and maintenance tasks to meet service level expectations.
• Provide suggestions for improvement to the IT team based on user feedback and discoveries to reduce recurring faults and problems and thus improve the service.
• Be people-focused with a passion for technology and customer service.
• Work closely and collaboratively with other IT teams.
• Work on an on-call rota (1 week in 8).

Requirements

• Excellent communication skills both in person and virtually.
• Knowledge of effectively using an IT service ticketing tool.
• Proven extensive experience working on a helpdesk.
• Microsoft Business Central, Intune, O365, Entra-ID, Azure, MaaS360, Manage Engine, SD-WAN.
• Passion for technology.
• Mentoring of Team members.
• Lead by example.
• Citrix knowledge.
• Microsoft Azure.
• Meraki Portal.
• ITIL Foundation.