IT Service Desk Support Engineer

Service Desk Support Engineer£26,000 - £30,000 + Benefits15 Mins from Centre of SwindonUK Citizenship is required to be eligible for this position due to the sensitive nature of the customers business and data.

We are seeking a proactive customer-focused Service Desk Support Engineer to join our team in providing 24/7/365 support for end users. The ideal candidate will be responsible for delivering high-quality technical support, troubleshooting and resolving IT issues, and ensuring minimal downtime for our users, no matter the time of day or night.

This is an exciting opportunity for someone who thrives in a fast-paced environment and is dedicated to ensuring the optimal performance of IT systems and services.

Working Hours: This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.

Key Responsibilities:

• Competence with helpdesk software or ticketing systems.
• Participate in team meetings and contribute to the planning process.
• Serve as a primary point of contact for all IT-related inquiries and incidents from end-users via phone, email, or ticketing system.
• Troubleshoot and resolve issues related to operating systems, applications, printers, networks, and other IT-related tools.
• Document all support requests and resolutions in the ticketing system, ensuring accuracy and completeness.
• Contribute to the development of internal knowledge base articles and user guides to improve self-service and troubleshooting.
• Communicate with end-users to update them on the status of open issues and provide clear instructions for resolution.
• Prioritize and escalate unresolved issues to other support teams as necessary.
• Offer proactive support and guidance on best practices for IT systems, security, and software use.
• Monitor system alerts and perform routine checks to ensure IT services are running optimally.
• Collaborate with other departments and IT teams to resolve complex issues and improve service delivery.
• Assist in onboarding new users, setting up hardware and software, and configuring user accounts.
• Ensure adherence to IT service management best practices, including SLAs and ITIL guidelines.
• Provide excellent customer service, maintaining a professional demeanour and ensuring high user satisfaction.
• Continuously enhance technical knowledge and stay up to date with the latest industry trends and technologies.
• Participate in training and development opportunities to improve technical skills and knowledge.

Skills, Knowledge, and Experience:

• Proven experience in IT support, technical support, or a helpdesk role previously.
• Strong desire to learn and develop technical skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving skills and the ability to troubleshoot hardware and software issues effectively.
• Strong customer service orientation, with a focus on providing timely and effective support.

Compliance with Company Policies, Procedures and Rules.

Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.