Job Description
Role: Service Desk Engineer
Location: North Yorkshire
Salary: £37,000 - £43,000 per annum
Technical Resources are seeking an experienced Service Desk Engineer in North Yorkshire to provide exceptional IT support and incident resolution, ensuring the smooth operation of critical public sector services. The role involves supporting customers both remotely and on-site, including office, warehouse, and off-site locations, to resolve user, software, hardware, infrastructure, and IT security issues. The ideal candidate will possess strong technical expertise, excellent communication skills, and the ability to manage both IT managers and non-technical users.
Responsibilities:
1. Maintain a CSAT score of 8.5+ for all customers.
2. Travel to customer sites across the UK and internationally as required.
3. Answer incoming service calls, ensuring every call is captured and appropriately actioned.
4. Act as a technical point of escalation for service desk colleagues, ensuring quick resolution of tickets.
5. Log and manage tickets in line with the Incident Management process.
6. Maintain a healthy ticket queue with daily updates and ensure that tickets older than two weeks are actively being worked on.
7. Ensure all changes are logged according to Change Management processes.
8. Proactively respond to monitoring alerts...