Netfocus IT Solutions are looking for a smart, flexible, and professional Level 1/2 Service Desk Engineer to add to our talented team in our Naas office. The role involves dealing with support requests, incidents and problems on an ITIL ServiceDesk developing solutions for our clients.
Working across teams and closely with our customers, to deliver high quality technical and customer service as part of the Spector and ITIL Framework.
Provide remote support to users and solve non-complex incidents to minimise system down-time and loss of productivity.
Escalating issues to management as appropriate
Using support tools to manage and track tickets and customer incidents and requests.
Complete basic / standard requests for computers, printers, multifunction devices, equipment and other ICT systems in line with defined Service Level agreements
Maintain clear and efficient communication with management and customers at all times
Meeting individual and team Key Performance Indicators.
Contribute to the development of reference/training materials to assist the team through maintenance of documentation on system configurations and technical processes.
Education and Qualifications
A minimum 2 years working in a similar role.
A 3rd Level Certificate/Diploma/Degree
Industry certification tracks – MCSA, CCNA, N+, A+
Problem solving, and active-listening skills.
Good written and verbal communication skills.