Helpdesk Engineer
- by James Adams Group
- Location London, UK
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Salary
£150.00 - £200.00 / day
423 days ago
Job Description:
James Adams is currently looking for a Helpdesk/1st Line engineer. This is a 9 month contract working 5 days onsite in Kensington, London. Shift patterns include anything from, 7am-3pm, 8am-4pm, 9am-5pm, 10am-6pm, 11am-7pm and 2pm-10pm.
The Helpdesk/End User Technology Analyst is responsible for providing efficient and effective customer service by handling first-point-of-contact technology issues or requests. The role requires recording and managing phone and email queries, incidents, or service requests, aligning to ITIL methodology. The analyst provides desk-side support for desktops, laptops, Apple Macs, and business applications.
Main Responsibilities
- Shift-based role including early shifts (starting at 7am), late shifts (ending at 10pm), and very infrequent weekend shifts.
- First line support for phone, email, and chat support queries. Escalate to Level 2 support if unable to resolve.
- Respond professionally and courteously to incidents, queries, and service requests with an agreed SLA or OLA.
- Log and track incidents, queries, and service requests to resolve within predefined service levels.
- Be flexible to switch between phone and desk-side support as needed.
- Agree on work priority levels with customers and escalate if necessary.
- Troubleshoot incidents remotely or desk-side using agreed tools.
- Route tickets to appropriate teams if first line knowledge or access is insufficient.
- Seek knowledge as needed and document it for dissemination.
- Proactively maintain systems to avoid incidents.
- Build and maintain relationships across teams to resolve customer requests quickly.
- Ensure information security and adhere to security policies.
- Align to threat response procedures.
- Maintain and improve customer satisfaction levels.
- Provide a personable desk-side manner.
- Adhere to change management processes to protect production environment.
- Manage liaison with suppliers for timely fixes.
If of interest please send your CV now to apply!
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Job Type
Contract, Full Time
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Work Authorisation
No
- Industry Sector IT & Internet
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Years Experience
2+ years