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Primary Role: Service Desk Engineer

Day-today Tasks:

Ticket/Issue Handling

• Ticket Triaging/Ticket Assessments
• Logging and prioritising faults and queries from calls, emails and through Six Star: Manage.
• End to End ownership of issues and tickets.
• Issue Diagnosis
• finding and fixing faults in software, hardware and networking systems
• Ability to Identify a P1 (Business Critical Issue)
• Ability to differentiate Six Star issues from third party issues, and how to support 3rd party issues.
• Issue Resolution
• Servicing equipment like printers, projectors and IT networks
• Setting up new equipment and upgrading existing systems
• Documenting systems so others can provide ongoing support
• Issue Escalation
• Ticket Escalations to other teams, individuals, or third parties.
• Call Handling
• Taking details from customers about their IT issues
• Training clients on new systems, face-to-face and remotely
• Providing regular client updates on the progress of their issues.

Technical Administration of Service Requests

• Remotely configuring new PCs/Laptops for clients
• Creating/Amending User Accounts
• Deploying Software to Client workstations

Role-Specific Soft Skills:

• None at present

Technologies and Knowledge (to be reviewed by PC)

• Windows 10
• Server 2016