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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.
