1st/2nd Line Engineer
Reigate, Surrey
Salary: £24-30k plus bonus opportunities
Our small but growing IT support client based in Reigate is fast growing and looking t strengthen their team. This is a fantastic opportunity for someone with Service Desk or 1st Line support experience who wants their next step and to also get involved in more in-depth IT and projects.
There is so much scope for the right candidate to really push their IT knowledge and career forward.
Duties:
* Providing technical guidance and coaching to the service desk technicians and ensuring they follow best practices and procedures.
* Communicating with customers and stakeholders at all levels, from end users to senior management, and explaining complex IT issues in simple and friendly terms.
* Escalating complex or urgent IT issues to the appropriate internal or external teams and following up until resolution.
* Monitoring and reporting on the performance and quality of the service desk, identifying areas for improvement and implementing solutions.
* Keeping up to date with the latest technologies and trends in IT service management and ensuring the service desk team has the necessary skills and tools to meet customer needs.
* Taking pride in delivering high level customer support and avoiding confusing tech jargon.
1. Monitoring and reporting on service desk performance and SLA...