Service Desk Engineer

Service Desk Engineer - Hybrid (Manchester) - Circa £29k per annum

Harvey Nash is currently recruiting for an exciting permanent role with a client of ours, a leading public sector organisation who are currently undergoing lots of change and transformation. It is a really exciting time for an enthusiastic IT Support professional, to join the team and have the opportunity to make instant impact.

The induction and role will be 5 days in-site to start for the first month, moving onto a hybrid model once induction is completed. The role is full time (37.5 hours Monday to Friday).

Main Responsibilities:

1. Troubleshoot Service Desk tickets within service level targets to ensure high customer service standards.
2. Utilize extensive knowledge of Windows 10 O/S and Office 365 suite.
3. Escalate tickets to the Infra Cloud Ops team or third parties as needed for timely resolution.
4. Create technical documentation for departmental use and user guides for effective system utilization.
5. Provide telephone support, logging, and prioritizing Service Desk tickets to meet service level targets.
6. Complete daily, weekly, monthly, quarterly, and ad hoc administrative tasks for efficient Service Desk operations.
7. Support the Windows network, desktop applications (including Microsoft Office, Avaya telephone system, Android, Apple, VPN, Citrix, Exchange email), and other IS systems.
8. Identify improvement opportunities to enhance the IS team's performance and efficiency.
9. Participate in the out-of-hours support rota and occasional out-of-hours work.
10. Understand and apply safeguarding policies for protecting children and adults at risk of harm.

Person Specification:

• Strong technical background in a Service Desk/IS environment, troubleshooting and providing high-level technical support, especially with Microsoft systems.
• Ability to quickly establish credibility with customers and colleagues by identifying and responding to queries effectively.
• Excellent customer experience and interpersonal skills, including the ability to handle customers politely, calmly, and empathetically.
• Strong verbal and written communication skills for liaising with a wide range of people, including doctors, colleagues, and external stakeholders.
• Ability to prioritize Service Desk tickets considering workload, resources, and other priorities.
• Demonstrate excellent customer service, ensuring positive delivery of services and contact with customers.
• Ability to work independently, use initiative, and work constructively as part of a team, supporting others and investing in personal development.
• Good understanding of the Data Protection Act and the importance of maintaining confidentiality.

Service Desk Engineer - Hybrid (Manchester) - Circa £29k per annum