ICT Technical Engineer

New
  • Location
    Liverpool, Merseyside
  • Salary
    £23,000.00/Year
  • Category
    IT - IT
  • Job type
    Permanent
  • Industry
    IT and Telecoms
  • External Reference
    JN-062019-72852

ICT Technical Service Desk Engineer


Location: Liverpool


Type of Job: Permanent


Fantastic opportunity to join a customer focused ICT Service Desk supporting the Emergency Services Sector. Suitable for those who are experienced service desk engineers or someone looking to break in to that field who has a solid grounding with IT Systems.



Role Profile


The role will require a strong grounding in ICT Service support adhering to ITIL. It will include troubleshooting, problem-solving and technical skills based background using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers (both internal and external) through situations (over the phone as well as face-to-face), providing resolution to incidents and ultimately reach customer satisfaction. This may often be under challenging conditions. Communication is a key skill to enable the management of faults through incident, change and problem management.



Typical Deliverables



  • To be part of the Service Desk function, being the first point of contact for our Customers, logging incoming incidents and service requests on the service management system

  • Provide 1st line technical support and resolutions.

  • Provided end to end ownership of all incidents and service requests.

  • To work within strict SLA's and KPI's.

  • Liaise with suppliers to ensure resolution to agreed SLA's and standards.

  • Work within the framework and guidelines of ITIL processes and policies, ensuring alignment to best practice.

  • To ensure a consistent excellent level of service is provided and support any necessary changes to improve the delivery of service to Customers.

  • Must be prepared to work a variety of shift patterns.



Experience



  • Experience of call centre, helpdesk, service desk or other telephone based service function, using applications to log and monitor support information.

  • Experience of working with command and control systems.

  • Experience of supporting Windows, Active Directory, Exchange, bespoke applications.

  • Proved trouble shooting skills. within a service driven environment

  • Experience with remote access technologies.



Qualifications



  • ITIL Foundation

  • ITIL Practitioner

  • Any module depth of experience may be taken into account where these qualifications have not been attained.

  • Ability to be Security cleared


Behavioural Requirements:



  • Experience of working in a busy environment, ability to work under pressure and to tight deadlines.

  • Excellent Customer service skills.

  • Pleasant, confident and professional telephone manner.

  • Communication skills, listening, written and verbal, with the ability to explain technical details to non technical Customers.

  • Ability to communicate with people at all levels.

  • Ability to improve on current skill set and keep up to date with relevant technologies.




Excellent Employee Benefits:


The company committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:



  • 33 days holiday, including public holidays, plus the option to buy or sell five days each year

  • Company pension scheme

  • A range of family friendly policies including childcare vouchers

  • An employee-funded car leasing scheme

  • Occupational health support

  • Company Rewards Scheme












To apply to this role please email

Adecco aim to respond to all applicants, however due to the large number of applications we recieve this may not always be possible. Should you not recieve a response within five working days please accept this as notice that you have not been shortlisted on this occasion.



Adecco is an equal opportunities employer.


Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: James Kerfoot