Service Desk / Technical Support Engineer

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The Role

This role supports the smooth running of the IT department and is the first point of contact for internal and external customers. Strong customer service attributes are key to ensure we continually improve the level of service provided as well as an ability to communicate well at all levels and to follow through and ‘make it happen’ in resolving issues.

Self-motivation and a natural flair and ability in I.T. are key requirements for this role and would be ideal for someone who is just starting out or has had little experience in this field.  Exams are not everything, a keen desire to be involved from the ground up and progress and to take on responsibility whilst still happy to do basic tasks are essential attributes for the successful candidate.

 

Duties & Responsibilities

  • Ensure the Service Desk is manned at all times and calls answered within given SLA’s.
  • Prioritise and log calls/emails, assess urgency and assign issue to department/person who can resolve the issue within 30 mins.
  • Follow up of all external client calls raising issues with Moneyfacts products and ensure the client is aware their call is being dealt with and provide ongoing feedback with regard to resolution time and resolution status.
  • Be aware of all Moneyfacts Product lines and who is affected both internally and externally to ensure full and complete attention can be given to any issues raised.
  • Administering and supporting the back-up solution including offsite retention.
  • Maintaining and supporting all hardware and third-party software in line with agreements.
  • Be part of the support team available for any exceptional/urgent out of hours work.
  • Ensure security of systems and data is always maintained.

 

Skill and Experience required:

  • A keen interest in I.T. and willingness to learn.
  • A self-starter, keen to promote best practice and support for procedures.
  • Ability to troubleshoot using logical analytical skills.
  • An eye for detail, quality and exemplary customer service.
  • Good communication skills both written and oral
  • Good team worker with the ability to work unsupervised
  • Ability to continuously deliver high quality high volume output in an ever-changing environment
  • Ability to work under pressure and to deadlines whilst maintaining quality

 

The Role

This role supports the smooth running of the IT department and is the first point of contact for internal and external customers. Strong customer service attributes are key to ensure we continually improve the level of service provided as well as an ability to communicate well at all levels and to follow through and ‘make it happen’ in resolving issues.

Self-motivation and a natural flair and ability in I.T. are key requirements for this role and would be ideal for someone who is just starting out or has had little experience in this field.  Exams are not everything, a keen desire to be involved from the ground up and progress and to take on responsibility whilst still happy to do basic tasks are essential attributes for the successful candidate.

 

Duties & Responsibilities

  • Ensure the Service Desk is manned at all times and calls answered within given SLA’s.
  • Prioritise and log calls/emails, assess urgency and assign issue to department/person who can resolve the issue within 30 mins.
  • Follow up of all external client calls raising issues with Moneyfacts products and ensure the client is aware their call is being dealt with and provide ongoing feedback with regard to resolution time and resolution status.
  • Be aware of all Moneyfacts Product lines and who is affected both internally and externally to ensure full and complete attention can be given to any issues raised.
  • Administering and supporting the back-up solution including offsite retention.
  • Maintaining and supporting all hardware and third-party software in line with agreements.
  • Be part of the support team available for any exceptional/urgent out of hours work.
  • Ensure security of systems and data is always maintained.

 

Skill and Experience required:

  • A keen interest in I.T. and willingness to learn.
  • A self-starter, keen to promote best practice and support for procedures.
  • Ability to troubleshoot using logical analytical skills.
  • An eye for detail, quality and exemplary customer service.
  • Good communication skills both written and oral
  • Good team worker with the ability to work unsupervised
  • Ability to continuously deliver high quality high volume output in an ever-changing environment
  • Ability to work under pressure and to deadlines whilst maintaining quality

 

Benefits

  • Salary: Excellent salary – commensurate with experience
  • Hours: 37.5 hrs per week Monday – Friday. Although you will work 7.5 hours per day with a one-hour unpaid lunch break, there is a requirement to be flexible with start and finish times to fulfil specific duties of this role
  • Holidays: 25 days per annum plus statutory holidays.
  • Enhanced workplace pension
  • Group Life Insurance
  • Free car parking

Benefits

  • Salary: Excellent salary – commensurate with experience
  • Hours: 37.5 hrs per week Monday – Friday. Although you will work 7.5 hours per day with a one-hour unpaid lunch break, there is a requirement to be flexible with start and finish times to fulfil specific duties of this role
  • Holidays: 25 days per annum plus statutory holidays.
  • Enhanced workplace pension
  • Group Life Insurance
  • Free car parking

To apply please send your CV together with a covering email to Diane Dillon, Head of HR

To apply please send your CV together with a covering email to Diane Dillon, Head of HR

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