Service Desk Engineer

Role purpose:

• Provide first-line IT support services to LRQA employees worldwide, ensuring prompt incident resolution, request fulfilment, and excellent customer service.

The role requires troubleshooting technical issues, maintaining accurate documentation, and collaborating with IT teams to deliver efficient IT services.

Key Responsibilities:

Incident and Request Management:

• Respond to and resolve IT support incidents and requests in a timely manner.
• Log, categorise, and prioritise tickets in the ITSM tool (e.g., Halo ITSM).
• Escalate unresolved issues to the Service Desk Team Lead or other technical teams as needed.

Technical Troubleshooting:

• Diagnose and resolve common hardware, software, and network-related issues.
• Support end-users with Microsoft Windows, Office 365, Active Directory, and other enterprise applications.
• Assist with troubleshooting cloud-based solutions and VPN connectivity issues.

Customer Service and Communication:

• Provide exceptional customer service, ensuring end-users are informed about issue status and resolution times.
• Communicate clearly with both technical and non-technical audiences.
• Gather feedback to improve the quality of support services.

Documentation and Knowledge Management:

• Maintain accurate records of support interactions and resolutions.
• Contribute to the Service Desk knowledge base by documenting solutions and troubleshooting steps.
• Follow ITIL processes for incident, request, and problem management.

Continuous Improvement:

• Identify recurring issues and suggest improvements to reduce incidents.
• Participate in team meetings and provide input on process improvements.
• Stay updated with new technologies and tools relevant to the Service Desk function.
   

Technical/Professional Qualifications/Requirements:

Education and Experience:

• At least 1-2 years’ experience in an IT support or Service Desk role.
• Experience working in a global or geographically dispersed environment is desirable.

Technical Expertise:

• Basic knowledge of ITIL principles (ITIL 4 Foundation certification preferred).
• Familiarity with ITSM tools (e.g., Halo ITSM, ServiceNow).
• Proficiency in troubleshooting Windows OS, Office 365, Active Directory, and basic networking concepts.
• Knowledge of cloud services (Azure, AWS) is a plus.

Skills and Competencies:

• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to manage multiple tasks and prioritize effectively.
• Detail-oriented with a commitment to maintaining accurate documentation.

Desirable:

• Certifications such as CompTIA A+, Microsoft Certified Fundamentals, or equivalent.
• Knowledge of agile and DevOps methodologies.