IT Desk Support Engineer

Key Skills

Service Management Change Management Incident Management IT Support Engineer


  • B.C.A, B.Tech/B.E

Job Description

Work as part of the 24x7 Shift system on the IT Service Desk

Answer calls & e-mails from our customers

Act as a point of escalation for queries from colleagues and as part of the Major Incident process

Assist the Service Management Specialists in the production of regular & Adhoc reports

Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs

Support the Service Desk Manager with people management activities such as managing staffing levels (Leave & Training)

Assist in delivering briefings to Service Desk staff on issues or changes that may affect volumes and work patterns at the Service Desk

Personal skills and Experience:

A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline

Exceptional customer service & communication skills

Experience working with both internal teams and external suppliers

Effective prioritization and execution of tasks in a high pressure environment

Ideally experience on a Service Desk supporting the following technologies:

Service Now (Incident, Problem, Service Request & Change)

End user computing

Active Directory

O365 and OKTA skills

Infrastructure Monitoring tools

Remote support tools

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