L1 Technical Service Engineer (SC Cleared)

We have an exciting job opportunity for role L1 Service Desk Analyst based in Leeds, UK (weekly 2 days onsite)

Job Type: Contract (inside IR 35)

Note: Need Active SC Clearence Candidates

Job Description:

Job Summary:

• We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our
• customers.
• As part of the Technical Service Desk, you will act as the first point of contact for all technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of Cases from members of the public, Reliant Parties (onboarded services from other Government departments, and Suppliers ensuring a high-quality service that aligns with our business goals.

Key Responsibilities:

• Update support call documentation within the Service Desk management system, ensuring accurate incident details and history.
• Work within agreed Service Desk procedures at all times.
• Resolve user requests in accordance with service level agreements.
• Own issues until they are mitigated, resolved, or transferred to a new owner.
• Stay informed about new products and services used in customer deployments.
• Produce relevant training documentation.
• Achieve KPIs to ensure service quality and support Mastek’s service management.
• Demonstrate knowledge of specific technologies and develop technical expertise across supported services.
• Resolve user requests, providing clear and concise updates.
• Maintain confidentiality per data protection policies and procedures.
• Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes.
• Focus on customer satisfaction by demonstrating empathy and going the extra mile.
• Undertake other duties as required by the manager.

Role Requirements:

• ITIL V4 Certification desirable; ITIL V4 training preferred.
• Proven experience in an IT/Application Support helpdesk, providing direct user support.
• Advocate of ITIL best practice processes.
• Experience in a customer-facing environment.

Please share Updated CV at shameena@Lsarecruit.co.uk