1st Line Service Desk Engineer Remote
Job description
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
