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senior service desk engineer.

job details

summary

    job details

    1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.

    priorities for the role include:

    Incident Management

           Log accurate Incident information, ensuring all relevant information is gathered and noted on the call

           Act as point of escalation within team for Incidents

           Manage Incidents within the ticketing queue and attempt first line resolution.

           Utilise team members and team leader’s assistance to achieve best result

           Treat ticket escalations as a priority and report to relevant senior member of team

     

    Request Fulfilment

           Manage requests within the ticketing queue and attempt first line resolution

           Progress requests ensuring all relevant information is gathered and noted on the call

           Proactively assist with request fulfillment to ensure timely call completion

           Perform Non-Standard Software installs

     

    Senior Conduct

           Ensure agreed Team behaviour and conduct is continued throughout desk and calls

           Demonstrate excellent communication and ownership of Service Desk tasks

           Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead

     

    Conduct 

    Engage with all clients raising the profile of the IT service delivery function.

    Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.

    Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.

    1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.

    priorities for the role include:

    Incident Management

           Log accurate Incident information, ensuring all relevant information is gathered and noted on the call

           Act as point of escalation within team for Incidents

           Manage Incidents within the ticketing queue and attempt first line resolution.

           Utilise team members and team leader’s assistance to achieve best result

           Treat ticket escalations as a priority and report to relevant senior member of team

     

    Request Fulfilment

           Manage requests within the ticketing queue and attempt first line resolution

           Progress requests ensuring all relevant information is gathered and noted on the call

           Proactively assist with request fulfillment to ensure timely call completion

           Perform Non-Standard Software installs

     

    Senior Conduct

           Ensure agreed Team behaviour and conduct is continued throughout desk and calls

           Demonstrate excellent communication and ownership of Service Desk tasks

           Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead

     

    Conduct 

    Engage with all clients raising the profile of the IT service delivery function.

    Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.

    Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.