Service Desk Engineer Level 1

at  Mars Capital

OUR ENVIRONMENTAL, SOCIAL AND GOVERNANCE (“ESG”) COMMITMENT

We’re committed to investing responsibly and supporting our local communities and charitable organisations. Every colleague is encouraged to take a paid day each calendar year to volunteer for our nominated charities. Internally we are very proud of our four colleague-led engagement groups, who run events/initiatives, that promote our culture and values which is a key part of the life blood of this business.

Job Description

• Acting as the first point of contact between the IT department and service users to ensure that assistance is provided within an appropriate amount of time.
• Assessing, prioritising, researching and resolving incidents & requests in line with the agreed service desk objectives.
• Building laptops and setting up workstations in the office.
• Working alongside your colleagues to ensure all raised tickets are dealt with in a timely fashion.
• Familiarity with IT ticketing application e.g. FreshService.
• Maintaining ownership of requests that come in and ensuring you are in communication with users & colleagues.
• Suggesting, implementing, and imbedding new processes, system improvements and culture changes to provide solutions to meet the Company’s goals.
• Acting in support of major incidents where required.
• Consistently demonstrates that “the customer is at the heart of everything we do” by ensuring that customer impact is considered in the course of all BAU activity.
• Takes ownership of errors and actions, ensuring a successful and timely resolution.
• Displays awareness of Risk and Control and engages proactively with colleagues and management to identify and mitigate risk.
• Displays awareness of the regulatory environment in which the firm operates and proactively escalates and addresses any breaches of these requirements.

QUALIFICATIONS

• Experience in a service desk role preferably in a contact centre environment. The preferred experience level is 1 year.
• Ability to assist with a range of issues across various forms of communication from telephone to video conferencing.
• Experience of building laptops and setting up workstations.
• Experience of supporting 3rd line infrastructure engineers with hands on work in an office environment.
• Broad understanding of networking including firewalls, routers, and switches.
• Knowledge of ITIL processes and procedures.
• Experience of hardware and software installation and configuration.
• Attention to detail and accuracy with strong organisational skills.
• Excellent verbal and written communication skills.
  Additional Information
  D&I statemen

Please refer the Job description for details