Connecting Talent to opportunity

Connecting Talent to opportunity

Helpdesk Engineer

Expired

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!

  • Job Type

    Contract, Full Time

  • Work Authorisation

    No

  • Industry Sector IT & Internet
  • Years Experience

    2+ years