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1st Line Desktop Support Engineer

  • Location:

    Hoddesdon

  • Sector:

    Cloud, Infrastructure and Services

  • Job type:

    Permanent

  • Job functions:

    1st Line Support

  • Salary:

    £28000 - £32000 per annum

  • Contact:

    Niketa Whitefield

  • Contact email:

    niketa.whitefield@lafosse.com

  • Job ref:

    7885_1666603128

  • Published:

    about 1 month ago

  • Duration:

    12 months

  • Expiry date:

    2022-12-05

  • Startdate:

    ASAP

Currently working with a leading Construction & Engineering specialist, on a search for a 1st Line Desktop Support Engineer , to join their growing team on a 12 month FTC.

This role requires a dynamic and proactive person who is able to work well with the ICT team to support Hyper Care of the businesses ERP roll-out. Must be technically able to support Microsoft Office products including 365, Microsoft Windows 10 and Android devices. Should also be proficient in troubleshooting hardware and network connectivity issues.

This role offers flexible remote working, with 1-2 days a week in the clients office in Hoddesdon, and a salary up to £32 for the year. This role is also best suited to someone who drives.

Main Responsibilites Include

  • Provide level 1 telephone support, with a continuous drive for first time fix.
  • Log all requests received into the ServiceDesk, manage workload effectively ensuring any outstanding level 1 tickets are updated on a daily basis and clearly show what progress has made and what the next step is.
  • Give 1st line technical support as required and ensure that cases are escalated with detailed information to Application Support to ensure the smooth transition into other ICT teams and enable a speedy resolution to the ticket.
  • Retain ownership of ticket and monitor until satisfactory resolution is achieved.
  • Consistently provide excellent "can do" customer service ethic with both internal customers and suppliers.

Additional Tasks

  • Carry out general 1st line ServiceDesk tasks assigned.
  • Participate in team meetings with a focus on continuous ServiceDesk improvement.
  • Participate in small projects as required.
  • Knowledge sharing within the team.