Service Desk Engineer - Field based

Senior Service Desk Engineer
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Location:
Reading, Berkshire and Field based - Customer sites are based in London – (London Victoria / Tottenham court road) and (Luton / Leeds)
Monday to Friday - Office Hours
WHY ULTIMA
For over 30 years, Ultima has been at the heart of the UKs IT industry. Built on the values of Integrity, Respect, Passion and Autonomy they are the very fabric than runs through every aspect of our business. Our customers look to us for thought leadership, design, implementation, and managed services. We can only provide world class services with world class team members.
World class to us means, the future thinkers, the innovators, those that are passionate about a changing environment and driven to make a difference. We need you to be the best you can be and for that we will provide, competitive salaries, an ever-growing benefits package that impacts cost of living so you can enjoy life as much as you enjoy working for Ultima and our customers.
KEY ACCOUNTABILITIES / ROLE PURPOSE
The Senior Service Desk Engineers principle role will be to provide remote 1st Line and desk side support for our Service Desk Customers.
As a Senior Service Desk Engineer you will set the highest of standards on professionalism and efficient service to each and every customer in line with policies and procedures, ensuring that the customer’s needs are being responded to and escalated in a timely manner.
MAIN DUTIES AND RESPONSIBILITES
Provide cover for desk side teams at various customer sites as and when required
Be a technical expert in all customer environments
Have a ‘hands on’ problem solving approach; solve problems within strict SLA timeframes
Demonstrate ability to work independently and professionally at customer sites, picking up work from potentially limited handover information
Take ownership of incidents and requests and manage them through to resolution.
Achieve and maintain personal KPIs and contribute to team SLAs
Provide a high-class telephone service and meet call quality expectations
Utilise inhouse ITSM tool (Service Now) to accurately, and appropriately record and manage tickets
Have a keen ambition to review, improve and share knowledge to enhance existing knowledge base, acting as a champion of a shift left philosophy for knowledge
Operate efficiently across the relevant teams and work effectively in a team environment
Maintain accurate and efficient working practices during busy periods of high work volume
Manage time effectively and demonstrate punctuality and dedication in attendance
KNOWLEDGE, SKILLS & EXPERIENCE
Proficient in MS Office Suite, 2013, 2016, 0365 and administration.
Active Directory and Exchange admin
Previous experience in a Service Desk/Support role
Experience setting up an image on a device using tools such as SCCM or Intune etc.
Microsoft-based Operating Systems, with an emphasis on Windows 10 and MS Server 2012 and 2016
PC hardware and software set-up and configuration
Basic TCP/IP networking skills
Broad knowledge in mobile and tablet device software/hardware support
Customer First Behaviour
Required to apply for DBS clearance.
Full UK Driving Licence
Desirable skills:
Excellent levels of both written and verbal communication skills
Ability to organise and plan to ensure all deadlines/SLAs are met
Ability to multi task
Google G Suite and Administration
Possess excellent problem-solving skills
Ability to work under pressure and to tight deadlines
Proven ability to build effective relationships with colleagues and customers, and work within a team
Must be able to contribute to individual, team and company targets and objectives
Must be conscientious with an attention to detail
Preferred experience using a Ticket Management Software, creating/updating & logging tickets
ITIL Foundation Certified