1st Line Service Desk Engineer

Main Responsibilities:

• Fully understand the service KOCHO has been engaged to deliver in line with ITIL Framework.

• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues.

• Provide a single point of contact for end users support using all contact mediums.

• Quickly understanding and diagnosing issues to apply a rapid resolution or capture information to assist escalation and resolution at next level of support team.

• Develop and maintain a high level of communication skills, excellent spoken and written English is essential to gather information and capture actions and outcomes in ticketing system.

• Analyse the nature of queries and customer problems and provide suitable solutions within SLA.

• Understand and operate according to escalations procedures.

• Work with supervisors to develop new documentation and procedures.

• Monitoring and responding to alerts on ServiceNow/Teams Channels.

• Trending on internal & client alerts to reduce incidents and improve system stability.

Principal responsibilities and accountabilities:

• Deliver best practice call management: investigate, diagnose, detail, resolve or escalate incidents within an agreed target time.
• Cover 1st/2nd line level core & out of hours tickets, resolving or escalating tickets within SLA.
• Taking calls and logging tickets.
• Provide cover or deputise for other analysts in their absence.
• Escalating high priority tickets.
• Help with Queue Management Tasks as and when required.
• Help with any other Service Desk related tasks as required.
• Show an outward commitment to actively develop personal knowledge.
• Follow process and protocol as instructed and required by the client.

Person Spec:

Key Performance Indicators:

• Achieving exceptional levels in Customer Satisfaction questionnaires.
• Ability to Multi-Task.
• To provide a high throughput of day-to-Day Incident volumes whilst maintaining customer satisfaction.
• To ensure that all Incidents/Requests are dealt with within contracted SLA timeframes.
• To ensure Documentation is clear and concise.
• Gather technical knowledge to consistently increase your own skill set.

Skills and Experience:

• Computer related field certification or equivalent experience.
• Great communication skills, written and spoken.
• Positive, enthusiastic, and supportive individual.
• Proven Customer service skills.
• Ability to take ownership of and progress incidents to resolution.
• Ability to work under pressure.
• Ability to work in a team and to support team members.
• Effective keyboard skills.
• Communication and interpersonal skills including listening, building rapport, establishing empathy, and demonstrating awareness of internal and external issues in a calm and polite manner.
• Analytical Fault Finding.

Technical skills required:

• Good understanding of Office 365/Azure/Exchange, Sharepoint
• Intune, MFA, RSA, VDI Environment (VMWare).
• Experience of using Active directory.
• Experience of Ticketing system (ServiceNow or similar).