IT Engineer
Lancashire - Full time on Site
Permanent
KEY RESPONSIBILITIES
* Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
* Use effective communication to proactively manage customer expectations, ensuring the customer is valued and engaged with throughout the incident management process.
* Provide support in accordance with IT policies and procedures.
* Ensure a methodical, thorough and proactive approach to incident resolution, utilising all available resources.
* Identify and escalate, to senior team members, incidents and requests that potentially need input from the wider IT team.
* Ensuring diligence is applied before escalating in accordance with IT policies and procedures.
* Enforce IT policy and procedure, where necessary, escalating non-compliance to senior team members.
* Ensure only approved solutions (hardware, software and services) are installed/delivered, all requests to deviate are escalated to the Infrastructure Manager
* Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
* Track and monitor third party incidents ensuring resolution is in accordance with their Service Level Agreement (SLA), raising breaches of SLA to senior team members.
* Escalate incidents, to the Senior IT Service Desk Analyst, where a satisfactory resolution has not been provided or where a higher level of management input is required.
* Identify problems via root cause analysis along with incident trends.
* Suggest improvements to procedures and practices with a view to increasing efficiencies, recommending any changes to the Senior Service Desk Analyst.
* Assist in the development of the central knowledge base.
* Participate in training for new technologies and services as they transition from project delivery into business operation.
* Assist in the management of all IT hardware and software assets.
* Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.