Technical Service desk Engineer - #2077340

Job Title: L1 Technical Service Desk Engineer

Experience: Proven working experience in an IT/Application Support helpdesk

Location: Leeds – Hybrid role. 2 days per week in the office – Leeds

Job Type: Contract

Job Summary: We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our customers. As part of the Technical Service Desk, you will act as the first point of contact for all

technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of Cases from members of the public, Reliant Parties (onboarded services from other Government departments, and Suppliers ensuring a

high-quality service that aligns with our business goals.

Role Requirements:

Experience / Education:

• SC eligible

• ITIL V4 Certification desirable; ITIL V4 training preferred.

• Proven experience in an IT/Application Support helpdesk, providing direct user support.

• Advocate of ITIL best practice processes.

• Experience in a customer-facing environment.

• Experience in fault finding and improving first-time fix ratios.

Key Generic Competencies:

• Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations.

• Strong organizational, time management, and work prioritization skills.

• Ability to work independently and take initiative.

• Creative problem-solving skills.

• Ability to accurately record detailed information and engage with customers for additional information as needed.

• Commitment to maintaining high-quality standards.

• Customer-focused with a flexible approach to business requirements.

• Ability to work collaboratively as part of a team.

• Fluent in written and spoken English.

For more info, please contact [email protected]