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Service Desk Engineer Full Time

at LRQA group Birmingham in Birmingham (Published at 10-02-2025)

Role purpose:
  • Provide first-line IT support services to LRQA employees worldwide, ensuring prompt incident resolution, request fulfilment, and excellent customer service.
  • The role requires troubleshooting technical issues, maintaining accurate documentation, and collaborating with IT teams to deliver efficient IT services.

Key Responsibilities: Incident and Request Management:
  • Respond to and resolve IT support incidents and requests in a timely manner.
  • Log, categorise, and prioritise tickets in the ITSM tool (e.g., Halo ITSM).
  • Escalate unresolved issues to the Service Desk Team Lead or other technical teams as needed.
Technical Troubleshooting:
  • Diagnose and resolve common hardware, software, and network-related issues.
  • Support end-users with Microsoft Windows, Office 365, Active Directory, and other enterprise applications.
  • Assist with troubleshooting cloud-based solutions and VPN connectivity issues.
Customer Service and Communication:
  • Provide exceptional customer service, ensuring end-users are informed about issue status and resolution times.
  • Communicate clearly with both technical and non-technical audiences.
  • Gather feedback to improve the quality of support services.
Documentation and Knowledge Management:
  • Maintain accurate records of support interactions and resolutions.
  • Contribute to the Service Desk knowledge base by documenting solutions and troubleshooting steps.
  • Follow ITIL processes for incident, request, and problem management.
Continuous Improvement:
  • Identify recurring issues and suggest improvements to reduce incidents.
  • Participate in team meetings and provide input on process improvements.
  • Stay updated with new technologies and tools relevant to the Service Desk function.
Technical/Professional Qualifications/Requirements: Education and Experience:
  • At least 1-2 years’ experience in an IT support or Service Desk role.
  • Experience working in a global or geographically dispersed environment is desirable.
Technical Expertise:
  • Basic knowledge of ITIL principles (ITIL 4 Foundation certification preferred).
  • Familiarity with ITSM tools (e.g., Halo ITSM, ServiceNow).
  • Proficiency in troubleshooting Windows OS, Office 365, Active Directory, and basic networking concepts.
  • Knowledge of cloud services (Azure, AWS) is a plus.
Skills and Competencies:
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and customer service skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Detail-oriented with a commitment to maintaining accurate documentation.
Desirable:
  • Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent.
  • Knowledge of agile and DevOps methodologies.


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