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applicants
IT Service Desk Engineer
at QA Limited London in London (Published at 04-10-2023)
Vacancy details
Talent pool
IT - Service Desk & Support
Title
IT Service Desk Engineer
Contract type
QA Ltd Permanent
Job advert
Service Desk Engineer
London International House, onsite
Permanent
You will provide 1st line support to internal and external customers. Being the first point of contact, you will to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.
As this role is based at the QA HQ you will give support via telephone and also in person desk side.
Key Responsibilities
- Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues
- Escalate incidents where required to 2nd and 3rd line teams.
- Display excellent customer service and maintain outstanding customer satisfaction levels
- Record end user identification information
- Record incident details with a high level of accuracy
- Carry out initial analysis on incidents and requests to assess appropriate next steps
- Prioritise, schedule and escalate incidents as and when required.
We are looking for
- IT Service Desk experience required – specifically supporting users remotely and face to face deskside.
- Supporting Microsoft operating systems, Microsoft office applications, computer hardware, printers and bespoke applications.
- A good understanding of using ITSM (ticketing) tools along with working with SLA/KPI targets.
- Deep knowledge of Microsoft-based operating systems with emphasis on Windows 10 and Office 365.
- Solid understanding and experience of Active Directory and supporting bespoke applications.
What We'll Do For You!
Down time
Taking time for ourselves is so important these days which is why we dedicate some of our benefits to support your health & wellbeing. These include: 27 days holiday each year, holiday buying scheme, Medicash plan, Gympass, Cycle to Work scheme, Employee Assistance Programme, and 2 days per year charity leave.
How we’ll help with finance matters
In addition to pension, group income protection and life insurance, QA are offering you an annual pay review, access to our employee discounts benefit hub with hundreds of deals and savings on goods and experiences, season ticket loan, tech scheme and an employee referral scheme.
Personal growth
Learning and opportunity is at the core of what we do – and that applies to you too!
You’ll have the unique opportunity to develop your skills on our QA authored courses in the latest tech (you’ll get 3 training days/year to do this). You can also delve deep into our world-class digital learning content from Circus Street and Cloud Academy on a variety of tech and business topics.
Our people
We are an equal opportunity employer, focused on promoting a welcoming and inclusive environment. We embrace diversity, welcome applications from all candidates and aim to support the career growth of everyone. This means no matter what your gender, age, ethnicity, beliefs, or sexual preference, or if you are disabled or a career, we welcome you and the alternative perspectives you bring to our diverse family. We’re proud of the progress we’ve achieved over the last few years to build an inclusive culture and celebrate our diversity – our rankings on The Inclusive Top 50 UK Employers List are a testament to this.
We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.
If this is what you’re looking for, here are the next steps:
register on our QA website to fill out our quick and easy application form. If you’d like to hear more about the role you can find me on LinkedIn – Vidita Kabbe or email me: Vidita.kabbe@qa.com - happy to help!
#LifeatQA #QA #theresnoplacelikeqa #LI-VK1
Vacancy location
Location
London, London, London (International House)
General information
