Service Desk Engineer 1st Line

ITC Service is a leading Managed Service Provider (MSP) based in Monkton Business Park, Hebburn with an exceptional reputation.

We pride ourselves on being the friendly face of IT, always going the extra mile for our clients and business partners as well as providing an awesome workplace for our team.

We make it a priority to understand the business needs of each of our clients who are from a diverse range of sectors, which enables us to form strong working partnerships and is reflected in our 97% customer retention rate.

Working from our HQ in South Tyneside, this role is to provide a single point of contact for all clients in relation to IT issues and incidents. To provide exceptional standards of support to all customers and support a variety of products, services, and platforms.

This will be achieved by acting in both a proactive and reactive manner and ensuring that all performance targets are adhered to. Resolutions should be provided in an effective and timely manner.

A vital part of the role is to have the ability to offer exceptional customer service, through excellent written, oral, and organisational skills, whilst delivering technical resolutions to all issues. It is critical that you manage your own time and workload to process multiple incidents at the same time and ensure effective resolution.

SKILLS NEEDED

Essential:

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Good understanding of support tools, techniques and how technology is used to provide services
• Good understanding of operating systems, business applications, printing systems and network systems
• Good diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and knowledge of working with the Microsoft 365 Platform
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• The ability to keep up with & adapt to the fast-paced IT world
• Develop and maintain knowledge and skills by continuous development working on mandatory and personal development training set out
• Keep up to date with new processes, procedures and developments

This role is full time 8am-5pm Mon-Fri at our Monkton HQ NE31 2EX.

Job Type: Permanent

Pay: £26,500.00-£27,500.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Paid volunteer time
• Private dental insurance
• Private medical insurance

Ability to commute/relocate:

• Hebburn NE31: reliably commute or plan to relocate before starting work (required)

Experience:

• IT Support: 1 year (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person