1st Line Service Desk Engineer

Job Summary: To remotely support a wide number of our customers via telephone and remote management. Offering excellent and prompt customer service and representing TMCS in a professional and courteous manner. Understanding when and how to escalate incidents and requests.

Responsible to: Service Desk Supervisor

Location: Whiteley Head Office

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Job Description

Duties & Responsibilities:

  • To provide excellent customer care and support through efficient and organised ticket management
  • Providing first response fixes to customers via the phone or email
  • Providing resolution to incidents and requests, and appropriately escalating all others
  • Ticket triage – assessing ticket priorities and escalating when required
  • Liaising with third parties and customers with regard to incident resolution and requests
  • Initiate basic backups and restorations

Process and procedures

  • Ensuring tickets are completed and closed off in line with company procedures
  • Following up on tickets that remain open and requiring work in line with company procedures
  • Manage work queues and prioritise events, re-assigning work where and when necessary to ensure compliance with SLA’s
  • Escalating in line with company procedures

Customer Experience

  • Handling customer queries and complaints as required
  • Escalate any customer issue or problem that needs further investigation or assistance to resolve in collaboration with Account Management Team
  • Assist Service Desk Supervisor in managing Service Desk in such a way as to deliver excellent customer service

Efficient and Effective Working

  • Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets
  • Providing a communication link with other departments/sites
  • Contributing to effective team performance and meeting of daily, weekly and monthly targets through monitoring of personal performance data and KPI’s
  • Carrying out any other ad hoc duties and/or projects as required by management in pursuit of company objectives

Essential Skills

  • Basic understanding of Managed Services
  • Good verbal and written communication skills.
  • Technical experience in:
    • Windows desktop and server configuration and support
    • Basic application support
    • Citrix support
    • Printer trouble shooting
    • Basic Microsoft Exchange support
    • Active Directory administration
    • File and folder permissions
    • Basic networking skills
    • Basic ADSL troubleshooting

Desirable

  • ITIL Foundation Certified
  • Previous employment in a first line position
  • Previous experience of public cloud/Office 365
  • Technical certifications: 
    • MTA
    • Comptia A+ N+

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Taylor Made understand the importance of delivering support on time

Portsmouth NHS Trust
Taylor Made Computer Solutions have proven themselves to be a strategic IT partner for our team at Portsmouth NHS trust and we have started to see the benefits of such an arrangement.
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First Time Fix

The SupportDesk on average resolve 95% of all tickets within 4 hours without the need to escelate them to our 2nd line engineers.