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Job Descrption

We are currently looking for an onsite engineer to join our Service Desk Team. If you are passionate about delivering excellent customer service and exceeding customer expectations wherever possible then we want to hear from you.

The role is 40 hours a week, Monday to Friday, As part of this role and are required to go be on a customer's site, this will be in Shepards Bush in London

Main Purpose of role

Provide On-site assistance for Infrastructure and Networks

Provide First Time Fixes for incidents wherever possible.

Accurately log incidents/ service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA.

Keeping Customers informed at all times on status and progress.

Adhering to Incident, Change, and Problem management procedures.

Escalate potential service issues initially with Team Leader/Service Desk to avoid customer dissatisfaction.

Ensure all open tickets assigned to yourself are worked on within the time frame provided... and updated to reflect the correct status.

Deliver and maintain vendor management on behalf of the customer.

Business process awareness

Drive the customer experience by executing the defined service desk process.

Highlight trends to the Service Desk Team Leader for review

Qualifications and Skills

Strong Customer Service background

Educated to GCSE level in Maths and English or equivalent.

Excellent oral and written communication skills with the ability to communicate effectively at all levels

Clear and Polite telephone manner

Rapid and accurate data entry skills

Excellent social skills with the ability to establish and maintain good/ productive relationships with colleagues and customers.

Ability to display a logical and methodical approach to problem-solving

A passion for providing exceptional customer service even during a period of stress and pressure.

Experience of working in a team

Passionate, professional, with a ‘can-do’ attitude at all times

Job Type: Full-time

Pay: £25,000.00-£35,000.00 per year

Schedule:
• Monday to Friday

Work Location: In person

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