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Home / Careers / Service Desk Engineer

Service Desk Engineer

Guernsey

The C5 Service Desk Engineers are responsible for providing first and second line technical advice, implementation, support and maintenance services, and ensuring the availability of systems and services, to both internal and external clients.

To do the job, you will need:

  • A’ level/GCSE level general education or can demonstrate equivalent abilities
  • Experience in a customer service/facing role
  • Strong customer service approach coupled with a professional and ethical attitude to conducting business
  • A basic understanding of help and service desk operations within a customer services environment
  • Able to use the Microsoft Office suite of programmes – in particular Word and Excel applications at intermediate level
  • Able to use a Service Management system or a similar computer application in a service environment
  • Experience of service level agreements and conformance management
  • Knowledge and experience of ITIL and other similar quality systems (e.g. ISO 9001, ISO 20000, ISO 27001 and ISAE 3402)
  • Experience of reporting preferred, specifically relating to performance against contractual SLA and invoicing to clients
  • Guernsey Right to Work qualified
  • Clean driving licence

Attributes

  • Good time and problem management skills
  • Self-motivated and proactive
  • Strong interpersonal and communication skills
  • A good team player – collaborates well with others
  • Organised and methodical approach to handling tasks and solving problems
  • Sets and adheres to priorities and deadlines and uses time effectively to complete tasks, i.e. able to work under pressure
  • Highly developed customer facing and relationship management skills

Key results area:

  • Achievement of Managed Service contract delivery in line with service level agreements
  • Client satisfaction with delivered Services
  • Avoidance of commercial penalties associated with Managed Service contracts
  • Conformity with agreed processes, procedures and standards, with accurate and timely completion of associated documentation
  • Quality incident logging and call updates within the Service Desk system, as defined by the quality audit criteria
  • Proactive escalation of issues, and ideas for improvements when identified
  • Demonstrable growth in own professional and technical knowledge and skills.
  • Successful and timely management and resolution of client related queries, in accordance with agreed C5 procedures and standards, resulting in client satisfaction with this service
  • Successful identification and resolution of operational issues as a result of platform and systems monitoring, preventing these issues becoming more serious and costly

Would you fit right in? Apply by 19th May 2018

Send us your application Click here