At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!
NaviSite is looking for an experienced Service Desk Engineer to join our expanding team in Glasgow.
This role is a 24/7 role which is offered primarily as an office-based role, with hybrid work available and occasional customer sites visit required.
Service Desk Engineer Responsibilities:
* Delivering high-quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Ability to work under pressure in a fast-paced environment.
* Possess Strong customer service, analytical, and problem-resolution skills.
* Strong communication skills; Excellent English (Written and spoken).
* Ability to be empathic and sympathetic to our users.
* Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements.
* Categorizing tickets based on ITIL principles (Incidents and Service Requests)
* Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.
* Troubleshooting issues remotely, which may include issues with Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones, and Printers.
* Responsible for daily activity management, including activities covering Backup services and raising/resolving issues with the backup jobs.
* Looking to resolve a high volume of calls at the first point of contact.
* Escalate tickets to our deskside support teams where a remote resolution is not possible.
* Reviewing and implementing user, server, and network change requests.
* Follow high-severity and Major incident procedures.
* Collecting necessary information to escalate tickets to the relevant support teams when necessary.
* Contribute to the knowledge base when new work instructions or fixes are identified. in our ticketing tool to be customer-specific or generic.
* Familiar with Intune device management.
Requirements:
* Good technical understanding and experience.
* Able to cope with multiple problems in a calm and professional manner.
* Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
* Good verbal communication skills.
* Work well in a team and enjoy helping others.
* Friendly and approachable.
* Precision, professionalism, perfectionism, flexibility, passion for new technologies, and a pragmatic approach.
* Flexibility in working hours is vital to this position: You will be required to work in a rotating shift pattern.
* Occasional Travel to customer sites in the UK and Ireland may be required.
Desirable:
* Working knowledge of ITIL processes.
* Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server
