Overview
The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.
Tasks
The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:
- Action technically demanding, time sensitive, and VIP tickets.
- Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs.
- Assist with coaching and mentoring the Service Desk Engineers.
- Act as an escalation point for the Service Desk Engineers.
- Assist the Service Desk Team Leader where required.
- Ensure all tickets are accurately logged and have all required detail before accepting escalation.
- Ensure adherence to performance targets including SLAs and KPIs.
- Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution.
- Follow processes to ensure that a high quality of service is provided, at all times.
- Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation.
Secondary tasks
- Assist in planned and unplanned service disruptions.
- Help maintain the accuracy and relevance of support documentation, and guides.
- Understand the business and its objectives
Responsibilities
- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.
- Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs.
- Monitor, moderate and create process documents and regularly check for adherence to these processes.
- Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users.
- Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
- Represent the Service Desk at knowledge transfer sessions.
- Assist with staff training and business awareness.
- Be aware of organisational changes that might impact the Service Desk.
- Plan and prioritise work to ensure that deadlines and targets are met.
- Identify potential areas for improvement.
- Involve and seek feedback from stakeholders.
- You may on occasion be required to work on customer sites.
Key Skills
- Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
- Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing)
- Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
- Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong team working and team leadership skill
- Project work at mid-level
Qualifications
- CCNA
- CompTIA Security+
- ITIL Foundation
- MS Certified: Azure Fundamentals or Administrator
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