Service Desk Engineer (Remote)

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Navisite is looking for an experienced Service Desk engineer to join our existing team providing 24/7 to our customer base from our Glasgow based office. This role is offered primarily as an office-based role, with some hybrid work available.
Service Desk Engineer Responsibilities:
Delivering high quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Possess Strong customer service, analytical, and problem resolution skills.
Excellent English (Written and spoken).
Capturing all interactions and ticket resolutions within our ticketing system * * Service now to aid trending and continual service improvements.
Categorizing tickets based on ITIL principles (Incidents and Service Requests)
Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.
Backup services, raising/resolving issues with the backup jobs.
Escalate tickets to our deskside support teams where a remote resolution is not possible.
Reviewing and implementing user, server and network change requests.
Collecting necessary information to escalate tickets to the relevant support teams when necessary.
Must hold an appropriate IT qualification, and/or (or be working towards) other professional certifications such as MCSA, CCNA etc.
Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
Work well in a team and enjoy helping others.
You will be required to work in a rotating shift pattern.
In the event of a colleague being absent from work you may be requested to cover their shift at short notice.
Working knowledge of ITIL processes.
Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server
We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.
Any potential sponsorship depends on a number of factors, including but not limited to the local candidate pool and can vary from year to year.
You must ensure compliance with data protection legislation under the DPA, EU GDPR, any other ​applicable ​data protection legislation​.