2nd Line Support Engineer - London, United Kingdom - Cerco IT LTD

Cerco IT LTD
Cerco IT LTD
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

We are looking for an engineer based at St Pauls (London) for a 1-year contract (with a possibility of extension).

This will be standard working 37.5 hours per week, Mon - Fri each week.


Job description:

  • Manage day to day operations of 2nd line support function.
  • Manage DSS tasks in London only when the current DSS is off (Holidays and sick leave).
  • Manage 2nd line team workload utilizing ITSM tool (Service Now recommended)
  • Manage customer expectations based on the SLA
  • Implement and maintain ITIL based service support processes.
  • Diagnose and resolve incidents accurately making sure they are logged correctly and either closed successfully or escalated where appropriate.
  • Ensuring incidents and problems are managed through to resolution
  • Provide support & guidance to 2nd line staff, and updates through weekly meetings
  • Proactively utilize ITSM tool to identify potential service issues before they occur.
  • Suggest improvement of existing processes & procedures to the Infra & Ops Quality team
  • Provide regular reporting on IT Service Desk's KPI, advise of the problem area and provide remedial recommendations to mitigate any BAU impact.
  • Managing Projects with the Team to closure
  • Act as a Local IT point of contact for all UK users (Milton Keynes is a T. EN site) + Netherland users + Germany users.
  • IT General controls, compliance and audit processes in line with group operating procedures and Group internal control requirements for Genesis
  • Managed Milton Keynes and Aberdeen IT operations, ensuring IT service desk and infrastructure teams are aligned.
  • Managed disposal of all materials.
The skills & experience you need

  • Brilliant customer service skills and experience in dealing with Business customers
  • Great empathy and listening skills so I can have Great Conversations with our customers
  • Previous experience of logical problem solving
  • An interest in technical solutions and previous IT engineering experience
More jobs from Cerco IT LTD
See all jobs of Cerco IT LTD