Piccadilly One is exclusively working with a successful British brand who is embarking on a major digital transformation. As part of this business-critical transformation, there is a new role within the IT department, the Senior Service Desk Engineer will join a high-performing IT support function supporting existing IT solutions and new IT solutions as they are rolled out.
Responsibilities
* Troubleshooting end-user devices and applications.
* Ensure that IT issues & faults reported to the IT team are resolved quickly, meeting the department’s service level targets and minimising disruption to business-critical systems.
* Mentor and lead junior members of the team.
* Update the Service Desk tool, detailing progress on the tasks for the end user and other team members.
* Log tickets using the Service Desk ticketing tool.
* Resolve complex hardware/software problems – laptop/desktop builds.
* Support and troubleshoot Office 365 Suite & Microsoft Business Central.
* Provide EUC support – Intune/Citrix/Entra ID/ Power BI.
* Support & troubleshooting - Telephone, voice, Teams, WIFI, VPN, SDWAN.
* Support Cyber Security monitoring endpoint security solutions - CrowdStrike/Trend Micro/MaaS 360.
* Prioritise support and maintenance tasks to meet service level expectations.
* Provide suggestions for improvement to the IT team based on user feedback and discoveries to reduce recurring faults and problems and thus improve the service.
* Be people-focused with a passion for technology and customer service.
* Work closely and collaboratively with other IT teams.
* Work on an on-call rota (1 week in 8).
Requirements
* Excellent communication skills both in person and virtually.
* Knowledge of effectively using an IT service ticketing tool.
* Proven extensive experience working on a helpdesk.
* Microsoft Business Central, Intune, O365, Entra-ID, Azure, MaaS360, Manage Engine, SD-WAN.
* Passion for technology.
* Mentoring of Team members.
* Lead by example.
* Citrix knowledge.
* Microsoft Azure.
* Meraki Portal.
* ITIL Foundation.