IT Engineer
Lancashire - Full time on Site
Permanent
KEY RESPONSIBILITIES
1. Deliver outstanding customer service by responding to incidents promptly, remaining courteous and professional at all times.
2. Use effective communication to proactively manage customer expectations, ensuring the customer is valued and engaged with throughout the incident management process.
3. Provide support in accordance with IT policies and procedures.
4. Ensure a methodical, thorough and proactive approach to incident resolution, utilising all available resources.
5. Identify and escalate, to senior team members, incidents and requests that potentially need input from the wider IT team.
6. Ensuring diligence is applied before escalating in accordance with IT policies and procedures.
7. Enforce IT policy and procedure, where necessary, escalating non-compliance to senior team members.
8. Ensure only approved solutions (hardware, software and services) are installed/delivered, all requests to deviate are escalated to the Infrastructure Manager
9. Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
10. 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.
11. Escalate incidents, to the Senior IT Service Desk Analyst, where a satisfactory resolutio...