Role: Service Desk Engineer
Location: Milton Keynes
Salary Range: £26,000
About Us:
We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.
As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.
Position Overview:
Meet the client’s requirements efficiently and strive to resolve client user issues by delivering the right solutions first time, on time, every time. Identification of recurring issues and trends.
Responsibilities:
Ensuring the smooth running of the client’s systems and network infrastructure ensuring they get maximum benefits from them. Activities may include:
Service Desk Engineer Role
Answering inbound calls within an agreed answer time (9 seconds)
Log all customer issues, queries, and requests into the ticket management system;
Provide Level 1.5 Technical Support, diagnosing customer issues, and providing a high level of first-time fix;
Manage and work to internal and customer SLA’s, escalating any concerns.
Create and maintain customer specific infrastructure documentation.
End to end ownership of problem resolution.
Managing client expectations through clear communications.
Take responsibility for own continual professional development, ensuring up to date industry and technical knowledge.
Undertake all other reasonable requests.
Qualifications & Experience:
Proven experience as a service desk engineer supporting SME’s.
Experience of working in a customer facing role
Familiar with working to SLA’s to meet both customer and contract requirements
Working as part of a wider service delivery function.
Office Applications – Outlook, Excel, Word, PowerPoint – basic troubleshooting
Windows 10/11 – basic troubleshooting
Android – Basic troubleshooting
Able to communicate verbally and in writing to both technical and non-technical audiences.
Methodical approach suitable to resolution of client requirements.
Able to manage changing workload and priorities.
Able to work both within a team and using own initiative.
Installation, removal and troubleshooting of 3rd party software
At Advania, we are dedicated to the growth and development of our employees, which is reflected in our diverse learning ecosystem. Whether through self-paced online courses or provider-led training sessions, Advania ensures that all employees have access to valuable learning opportunities. We offer a range of benefits designed to support training for personal development, business needs, and client requirements.
Discover how LinkedIn Learning has become our central Learning Experience Platform (LxP) driving skill development across our organization by reading our LinkedIn Learning Case Study
Our Selection Process:
We are committed to ensuring an equitable experience for all candidates, regardless of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Please do let us know if you’ll need any reasonable adjustments as part of the selection process by highlighting these on your application form.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .