Starboard IT offers an exciting opportunity for an ambitious Service Desk Engineer who wants a progressive career in IT and be a part of a dynamic environment!

Our Service Desk Engineer role is customer facing and will require you to provide technical support across professional, consulting, and managed services practices.

You will provide L1-L3 IT support as part of the Service Desk team by being one of the points of escalation for clients and the team requiring technical assistance.

You will be involved in several projects and process improvement opportunities.

You will work collaboratively across all departments of the organisation. You will be responsible for providing MS service desk support, user administration, leading and implementing small projects.

Key Role Responsibilities

• Responding to and resolving incoming IT queries via email and phone, or onsite (as required), both for customers and internal staff
• Evaluating and taking necessary action (assessing, triaging, researching) to resolve incidents, requests and problems raised by customers.
• Consulting with customers on most appropriate solutions to meet their requirements.
• Ensuring all tickets are progressed & cleared within SLA – escalating L3 as appropriate
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Analysing and identifying root causes of major or recurring incidents, then proposing and implementing solutions to prevent them happening again.
• Review, propose and implement solutions to remediate the root cause of major issues.
• Being a proactive trouble-shoot and providing strategic solutions to a variety of technical issues.
• Responding to queries accurately and quickly, with the ability to predict customer needs and requirements.