Service Desk Engineer
Reading, England, United Kingdom
Ultima
Service Desk Engineer Location : Reading (Onsite) Shift pattern: Monday to Friday (8 hour shifts between between 7am and 7pm) KEY ACCOUNTABILITIES/ROLE PURPOSE This position is the first point of contact for users experiencing technical issues, providing timely and effective resolutions. The role encompasses a broad range of responsibilities, including troubleshooting hardware and software problems, maintaining … user accounts, and assisting with IT-related escalations. The 1st Line IT Support Engineer collaborates closely with the IT team to deliver exceptional support and contribute to the overall objectives, KPIs and SLAs. MAIN DUTIES AND RESPONSIBILITES Provide first-level technical support to end-users via various channels including phone, email, and via live chat Troubleshoot and resolve hardware … accounts, and network connections Document and prioritize user-reported incidents within the ITSM tool Document and prioritize user requests within the ITSM tool Ensure incidents are resolved within agreed service level agreements (SLAs) and escalate when necessary Ensure requests are completed within agreed service level agreements (SLAs) and escalate when necessary Identify knowledge gaps and flag them Updating More ❯
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