L1 Service Desk Engineer

We at Qualient solutions Looking for L1 Service Desk Engineer with SC Eligible or Active SC clearance

Job Description

Key Responsibilities

• Update support call documentation within the Service Desk management system, ensuring accurate incident details and history.
• Work within agreed Service Desk procedures at all times.
• Resolve user requests in accordance with service level agreements.
• Own issues until they are mitigated, resolved, or transferred to a new owner.
• Stay informed about new products and services used in customer deployments.
• Produce relevant training documentation.
• Demonstrate knowledge of specific technologies and develop technical expertise across supported services.
• Resolve user requests, providing clear and concise updates.
• Maintain confidentiality per data protection policies and procedures.
• Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes.
• Focus on customer satisfaction by demonstrating empathy and going the extra mile.
• Undertake other duties as required by the manager.

Experience/Education

• SC eligible
• ITIL V4 Certification desirable; ITIL V4 training preferred.
• Proven experience in an IT/Application Support helpdesk, providing direct user support.
• Advocate of ITIL best practice processes.
• Experience in a customer-facing environment.
• Experience in fault finding and improving first-time fix ratios.

#J-18808-Ljbffr…