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Bournemouth

    Service Desk Engineer - Bournemouth, Dorset, United Kingdom - Quostar

    Quostar
    Quostar Bournemouth, Dorset, United Kingdom

    4 days ago

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    Description
    Title : 24/7 First Line Service Desk Engineer

    Team :
    Bournemouth Service Desk
    This position offers an excellent opportunity to advance your career in the IT industry. You will serve as our first-line engineer within a highly respected Managed Service Provider.

    As an integral member of our support team, you'll be the go-to person for resolving technical issues and ensuring clients receive first-class service.

    As an IT Professional, you will be at the forefront of our company, operating within our Service Desk to answer calls, log tickets, manage ticket queues according to our SLAs, and provide technical support and customer service to our clients.

    Your commitment to delivering exceptional service will be essential as you engage with clients to troubleshoot and resolve a spectrum of computer-related challenges, spanning both software and hardware, with the utmost efficiency.

    Thriving in a fast-paced, dynamic environment, you'll support clients across various platforms, including internal systems, applications, on-premises infrastructure, QuoStar's Cloud environment, and public Cloud Services.

    This role promises not just challenges, but opportunities for growth.

    Possess excellent communication skills and a drive to deliver outstanding customer care as our clients' first contact into our Service Desk.

    Demonstrate the ability to deliver calm and confident service when communicating with our clients, end users, and third parties via telephone, email, and remote support tools to log incidents, prioritize service requests, and provide regular ticket updates.

    Have exceptional written and verbal communication and customer service skills, enabling confident liaison with clients over the phone and by email.

    Log all incidents with appropriate documentation and troubleshooting, with support from your Team's Tiered engineers.
    Route incidents to appropriate support engineers after initial troubleshooting steps.
    Manage the Service Desk ticket queues to ensure Response and Resolution SLAs are met.

    Demonstrate a natural flair for learning and utilizing QuoStar's internal Service Desk systems and any other tools required to fulfill your role.

    Undertake any training required by QuoStar.
    Follow policies and procedures to comply with QuoStar's ISO20000 and ISO27001 accreditation.
    Preferably at least 1 year of experience or some experience working in a Customer Service environment.

    Candidates should have experience providing technical support in a Service Desk environment or other relevant experience in a Client Service-oriented and Client-Facing environment.

    A clean UK Driving license and own car.
    IT degree, A-Level, or equivalent.
    Previous IT Support experience would be appreciated, however strong graduates will also be considered.
    Understanding of Active Directory/Group Policies.
    Working knowledge of PC Hardware, Networking, and MS Operating Systems.

    Shift hours will include:
    Evening Shifts: 15:00–22:00 Monday – Friday
    Night Shifts: 20:30 – 08:30 Monday – Sunday on a 4 on/4 off shift pattern
    These shifts are pro-rata, and a shift rotation will be in place to cover these hours. Out-of-Hours Shift Bonus & Weekend Bonus paid as extra.

    Is driven, flexible, has a can-do attitude, is approachable, genuine, takes ownership, and is fully focused with a desire to live and breathe these QuoStar Values.

    Has a passion for technology and delivering outstanding Client Service, taking the lead where necessary and sharing your technical knowledge.


    Title:
    Junior Service Delivery Manager


    Team:
    Service Desk


    Reports to:
    Head of Service Delivery
    Join us as a 24/7 First Line Service Desk Engineer in Bournemouth. You'll be the first point of contact for IT support, helping clients and growing in a dynamic environment.

    We're always looking to hear from talented people and, who knows, you may create a brand-new role all of your own.

    What makes QuoStar the most talked about IT business for 'people and culture'?
    #
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