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Helpdesk Engineer job in Portsmouth

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Job Ref:  204655698
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Hampshire
City:  Portsmouth
Post Code:  PO2
Salary:  £18000 - £20000/annum pension
10/10/2016 18:39
Helpdesk Engineer up to £20,000 per annum - Waterlooville

Main responsibilities of the role:

Helpdesk and customer service

-First response for client issues, taking call and logging the ticket on the helpdesk, taking responsibility for diagnosing and resolving the customer's issues whilst adhering to the SLA.

-Monitor the Helpdesk Inbox, prioritising and taking responsibility for the issues identified to resolve within the Service Level Agreement.
-Identify and escalate issues to the Service Delivery Manager in a timely manner to ensure levels of customer service remain with the agreed Service Level Agreement.
-Building reputable client relationships by giving trusted support and advice in a polite and respectful manner which exceeds customers' expectations ensuring they are kept in the loop every step of the process.
-During interactions with clients, identify opportunities to advice on new software or hardware that could increase productivity for both the client and the company.

Monitoring and systems management
-Creation and modification of users / objects for clients including mail filters, file permissions etc. in line with agreed service level agreements
-System migration including on premise and cloud based systems in line with agreed service level agreements and ensuring that the client is kept fully up to date with progress.
-Research and deployment of software / hardware to customer sites ensuring that the client is kept fully up to date with progress.
-Monitoring of Management system portal to pre-empt system issues and minimise disruption to the client.

-Constantly improving knowledge by staying current with system information, changes and updates.
-Maintain a good understanding of the products and services that the company delivers to its customers
-Maintain an awareness of recurring or complex issues to refer to the Management team with recommendations for modifications or improvements.
-Pro-actively identify missing documentation or processes, drafting and submitting these where appropriate.

Performance Measures
-Customer satisfaction
-Time to respond to incoming call/Missed calls
-Length of time to resolve tickets/adherence to SLAs
-Number of tickets outstanding
-New opportunities identified


-Knowledge of computer hardware and operating systems
-Firm understanding of Network topology and functionality including Wireless networks
-Up to date knowledge of Microsoft Windows products including Office 365
-Working knowledge of Microsoft Windows Server including Exchange and Active Directory
-Working knowledge of call tracking applications
-Strong client facing and communication skills (written and verbal)
-Excellent prioritisation skills in managing time and workload
-Demonstrable team player including awareness of others workload and sharing knowledge
-Proven decision making able to take responsibility for informed decisions and use initiative
-Advanced problem solving skills with proven ability to research solutions to problems
-Proven experience in providing technical support remotely via the telephone with remote tools
-A continuous interest in current and new technology
-Proven commercial IT support experience

-Working knowledge of Microsoft Windows SQL Server and Hyper V
-Understanding of Backup solutions and telephony Systems

-MCTS Certifications - Essential
-Relevant qualification to specialism e.g. Apple Certified Support Professional -desirable
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