Service Desk Engineer

The Technical Service Desk will additionally provide a Level 2 Support capability to investigate, diagnose and resolve alerts and incidents, appropriately escalating activities for onward support from the wider support model. Acting as the first point of contact for customers and users who need IT support and solutions, you will have the skills and competencies to deliver high-quality service, resolve issues efficiently, and align with the business goals and strategies. You will be working as part of a team that delivery 24/7/365 service provision on a rotation basis, shift patterns and/or oncall shifts required in a service that is at the heart of the digital footprint across all government services.

Responsibilities: • Responsible for producing, reviewing, updating and correcting support call documentation and procedures within the Service Desk management system and ensuring accurate incident details and history. • Helping to identify and develop process optimisation opportunities and contribute to the implementation of solutions that further develop the agreed Service Desk procedures. • Leading by example in the resolution of complex user requests and ensuring a minimum of the agreed service level agreements. • Maintain confidentiality in accordance with our data protection policies and procedures. • Responsible for owning an issue until either a new owner has been found or the problem has been mitigated or resolved. • Keeping up-to-date with new products and services utilised in the deployment of services to our customers and assisting in the design and delivery of changes to services • Producing relevant training documentation • Reporting of KPI's to determine service quality and underpin the management of Masteks services • Demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. Develop a breadth and depth of technical knowledge across the services you support. Keep actively informed of industry developments and emerging tools and technologies. • Investigate problems in support systems, processes and services, contributing to the implementation of remedies and preventative measures. • Working alongside L3 to deliver shift left enhancements and deliver service improvements that prevent/reduce incident volumes or increase service stability • Both understanding / researching user needs and then offering service improvement ideas to continuously improve quality. • Consider and develop metrics to achieve a satisfying outcome to support requests • Responsible for producing, reviewing, updating and correcting support call documentation and procedures within the Service Desk management system and ensuring accurate incident details and history. • Undertake other duties from time to time as required by your manager. • Role Requirements Experience / Education: • Educated in Computer Sciences or have operated at this level of complexity in a workplace environment MANDATORY • ITIL V3 Certification DESIRABLE ITIL V4 PREFERRED • Proven working experience in an IT helpdesk support service , providing direct user support MANDATORY • Be an advocate of ITIL best practice processes within the business MANDATORY • Previous experience of working in a customer facing environment MANDATORY • Have previous experience of fault finding, driving up first-time fix ratios DESIRABLE • Key Generic Competencies • Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances • Organisational, time management, work prioritization skills • Ability to work on own initiative • Problem-solving skills i.e. can think creatively to solve problems • Ability to record detailed information accurately, reviewing with the customers and prompting for additional information as required • Dedicated to reaching and maintaining high quality standards • Customer focused • Ability to work flexibly according to business requirements • Ability to work collaboratively, as part of a team • Fluent in written and spoken English