Service Desk Engineer - Glasgow
Role: Service Desk Support Engineer Career Level: Senior Analyst Location: Glasgow Travel/Mobility Requirement: Flexibility to travel to client site where required Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. “Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. “Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO NaviSite Part of Accenture is looking for an experienced Service Desk engineer to join our expanding team in Glasgow. This role is a 24/7 role which is offered as a hybrid working role, with occasional customer sites visit required. Service Desk Support 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. Ability to work under pressure in a fast-paced environment.
- Possess Strong customer service, analytical, and problem resolution skills.
- Strong communication skills; Excellent English (Written and spoken).
- Ability to be empathic and sympathetic to our users.
- 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)
- Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.
- Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.
- Responsible for daily activity management including activities covering: Backup services, raising/resolving issues with the backup jobs.
- Looking to resolve a high volume of calls at first point of contact.
- Escalate tickets to our deskside support teams where a remote resolution is not possible.
- Reviewing and implementing user, server and network change requests.
- Follow high severity and Major incident procedures.
- Collecting necessary information to escalate tickets to the relevant support teams when necessary.
- Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.
- Familiar with Intune device management.
- Good technical understanding and experience.
- Able to cope with multiple problems in a calm and professional manner.
- Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
- Good verbal communication skills.
- Work well in a team and enjoy helping others.
- Friendly and approachable.
- Precision, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach.
- Flexibility in working hours is vital to this position: You will be required to work in a rotating shift pattern.
- Occasional Travel to customer sites in UK and Ireland may be required.
- Working knowledge of ITIL processes.
- Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server