Service Desk Engineer
Job summary
The Vizst service team is responsible for supporting and maintaining clients’ IT systems and for providing efficient desktop support to all business users. The team is responsible for resolving any IT-related faults quickly and efficiently in-line with SLAs, which includes a broad range of queries.
Critical purpose of role
- Retain and grow revenue in line with Vizst’s growth targets against an assigned set of accounts
- Build and execute a contact strategy for each acct based upon their requirements
- Build and execute an account plan for each acct based upon their requirements
- Build strong relationships with decision makers across the accounts
- Act as a single point of contact for queries or issues, and liaise with the relevant internal department(s) to bring them to a swift conclusion
- Respond to inbound sales enquiries quickly liaising with the relevant team to win new business
- Proactively identify new business opportunities across the account base and work with the relevant department(s) to win the business
- Achievement of all targets and KPIs
- Develop the skills and knowledge required to sell Vizst’s full portfolio of products and services in accordance with end user requirements
- Manage all opportunities effectively via Vizst’s CRM system in accordance with Vizst’s principles
- Maximise revenue by cross and up selling, whilst adhering to Vizst’s sales principles
- Provide a monthly report as required by Vizst’s Sales Management
- Take responsibility for building and maintaining industry and competitor knowledge, sharing knowledge with the wider virtual team as appropriate
- Respond effectively to inbound enquiries relating to new or existing customer requirements
- Provide support to Vizst’s field based sales team as and when appropriate
- Take a continual improvement approach to all elements of the role and feedback to Sales Management
- Maintain a high level of professionalism at all times
- Other duties from time to time as directed by sales management
Main responsibilities
- Providing end-user, desktop support
- Supporting and maintaining MS Server/Desktops
- Supporting and maintaining Office 365 Solutions and GSuite Solutions
- Escalate IT issues within the team where necessary
- Setting up and configuring new laptops and desktops
- Installing authorised software to laptops and desktops
- Ensuring security and upgrades are applied to desktops and laptops, servers and network infrastructure and security devices are kept up to date
- Troubleshoot desktop and system problems, diagnose and solve hardware/software Incidents/problems
- Incident and problem management
- Provide exceptional Service support to the business
- Provide solution(s)/work around(s) to incidents and problems
- Contribute to polices, processes and procedures
- Install, maintain and support new applications
- Work to SLA thresholds for incident(s), request(s) and problem(s)
- Prioritising and managing several open cases and mini projects at one time
- Establishing a good working relationship with the business and customers
- Keep up to date with advancements in technology
- Review of services, application delivery, patching and Anti-Virus
- Systems monitoring
- Supporting Users on both hardware and Software applications
- Administer backups and restores
- Performance monitoring
- Antivirus installation to desktops and laptops
- Reporting faults within the helpdesk system
- Maintaining logs on servers, desktops and laptops
- Patching of network and phones
- Diagnosing and resolving technical issues
- Ensuring licensing for all software purchased is recorded and maintained
- Undertaking small- to medium-sized IT projects as instructed by the Service Desk Team Leader
- Providing support for MAC computers
- Providing support for mobile devices
- Providing support for printing
- Perform any other reasonable duties consistent with the role as required
Personal specifications
This role would suit someone who meets the following criteria:
- Commercial: Has excellent business acumen and understands what is needed to create and maintain a key department in the business
- Communication: Excellent communication skills and a strong communicator at all levels including at senior business level
- Role Model: Role model in performance standards and demonstrates and champions behaviours in line with the service delivery strategy
- Attention to Detail: Has excellent attention to detail Calm: Remains calm and clear headed under pressure
- Organisation: Excellent organisational and prioritisation skills
- Proactive: Approach to work and to continuous improvement
Behaviours
- Works within the team and assists others, where required, to achieve a common goal
- Listens to and is open to ideas and suggestions from others
- Use initiative to ensure that high importance deadlines and SLAs are met
- Takes every opportunity to go the extra mile for the company
- Demonstrates enterprise by continually enhancing themselves and their workplace
- Demonstrates enterprise by suggesting ways to develop the business processes and by being proactive
- Acts a champion for the importance of customer experience within the business
- Always willing to cooperate and assist
- Acts as a true ambassador for the business
- Understands impact of own behaviour and language on others and modifies as appropriate
Relevant Experience and Qualifications
- Mandatory:
- Understanding of ITIL framework
- 1+ years working on or leading a technical service desk for a MSP
- Proven technical ability working for an MSP or busy service desk, through relevant, demonstrable, technical qualifications/experience
- Good organisational, time management and prioritisation skills
- Strong written and verbal skills and the ability to produce clear and accurate documentation (Word, Excel, PowerPoint)
- The ability to communicate confidently and clearly to customers both face to face and over the telephone.
- Willingness to travel as required to other company sites for the purpose of onsite support
- Desirable:
- High Standard of Incident and Problem management
- Past experience using helpdesk applications
- Active Directory administration.
- Exchange administration
- Sophos administration
- O365 administration
- Network trouble shooting, TCP/IP and general WAN/ LAN trouble shooting
- ITIL Certified
- Windows 10 pro
- Windows 11 pro
- iOS/Android
- Full UK Driving License
Key performance indicators
- Provide effective IT support services across all clients both onsite and remotely.
- To ensure that all incidents are closed within SLA
- To ensure that all installations are completed in a timely and professional fashion and that deadlines are either achieved or exceeded upon
- Working with customers and internal teams to ensure operational and service excellence is de livered and maintained
Job application
We’re always on the look out for incredible talent to join the team, if this role interests you please fill in your details below, let us know why you’re the ideal candidate for this role and attach an up-to date CV. Thank you for your time!