Support Engineer

• Assist Team Leader to develop a trusted service desk the business is proud of
• Maintain a high performing Service Desk and act as an ambassador for IT
• Coordinate, allocate and be responsible for 1st Line team daily duties including JML/Incident/Change and Reporting
• Distribute and assign support tickets to the team, ensuring response SLAs are met
• Provide daily, weekly, and monthly metrics and KPIs to identify improvement opportunities
• Ensure processes are in place, adhered to, and fit for purpose
• Keep records of weekly/monthly Service Desk operations to track customer needs and services provided
• Support induction and onboarding of new starters and handle escalations from end users
• Provide IT support as part of a small Service Desk team handling support phone calls and requests
• Maintain high degree of customer service, take ownership of user problems and follow up status
• Identify improvement opportunities and communicate them to the Service Desk Team Leader
• Assist with assigned projects and tasks and act as go-to for escalations
• Deputise when the Service Desk Team Leader is absent

First Line Support Technician

Support Analyst – Income Management

Technical Customer Support Engineer – EMEA

Technical Support Engineer

Technical Support Engineer

Technical Support Engineer, Laser Specialist