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.

Key Health & Safety Responsibilities:

• Work in a safe manner and adhere to all health and safety guidelines.
• Report incidents, near misses, and safety observations promptly.
• Refuse to undertake work that compromises safety or health.