Direct message the job poster from ClevaGroup
ClevaGroup is an award-winning IT support and strategic services company with over 10 years of experience. We serve over 2,000 people in more than 100 companies across various sectors in the UK. Our services include Managed Service Support, Private and Public Cloud Solutions, Office 365, Telecoms, Hosting, Security & Disaster Recovery, Procurement, and an ISO accredited data center facility. We offer flexible, on-demand access to the latest technology and expert technical support through our UK-based live help desk. Our client-focused approach ensures direct access to skilled engineers and dedicated Account Managers, with no long wait times.
Role Description
This is a full-time, hybrid role for a Service Desk Engineer, located in Hertford with some work-from-home flexibility. The Service Desk Engineer will provide technical support and troubleshooting assistance, manage help desk tickets, and deliver excellent customer service. Daily tasks include responding to support requests, resolving technical issues, maintaining documentation, and ensuring timely resolutions for clients. The engineer will also collaborate with other team members to ensure high standards of service delivery.
Responsibilities
1. All actions completed throughout the day entered in ConnectWise and timesheet will be completed prior to leaving the office
2. Answering the telephone and providing excellent customer service at all times
3. Ensuring you are meeting your set KPI’s and overall the Service Desk Golden KPI’s
4. When creating or assigning a ticket all fields to be completed correctly (Customer name, type/subtype, technician assigned)
5. Escalate IT issues to the Senior IT Service Desk Engineer/Service Desk Manager where necessary
6. Creating/maintaining IT Glue for customers as well as internally
7. Providing solutions to the Sales team for customers when asked
8. Making recommendations to the Sales team from the Service desk where identified
9. Responsible for assisting in the management of the hosted environment and local infrastructure for all customers
10. Diagnose and resolve technical issues for our customers as well as internally
11. Undertake small to medium-sized IT projects as instructed by the Service Desk Manager
12. Ensuring security and upgrades are applied and kept up to date on desktops and laptops for our customers as well as internally
13. Ensure all logs for equipment and users are maintained for our customers and internally
14. Ensuring all software purchased licensing is recorded and maintained for our customers and internally
15. Providing support for MAC and PC for our customers and internally
Other
1. Excellent time keeping (Arriving on time)
2. Prepare documents, meeting materials, and correspondence
3. Perform basic administrative support duties as required to meet specific operational objectives
4. Perform miscellaneous job-related duties as assigned by the Service Desk Manager
Minimum Requirements
1. Helpdesk experience minimum of 12 months
2. Windows 11 Managed Support
3. Printer Managed Support
4. Management of Domains/DNS on GoDaddy/123 Reg etc
5. Basic Group Policy Management and Active Directory
6. Cyber Security Solutions (AV, Email Security, Web Filtering)
7. Understanding of PowerShell
Preferred Knowledge
1. MSP (Managed Service Provider) experience 24 months+
2. Hyper V / VMWare
3. VOIP Telephony Support - 3CX/Horizon
4. ConnectWise Manage / Automate RMM Tool / ITGlue
5. Full working knowledge of PowerShell and creation of scripts
Quarterly Bonus
Vitality Healthcare
Hertford office and home working
Quarterly days out
Seniority level
Entry level
Employment type
Full-time
Job function
Information Technology
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