1st Line Service Desk Engineer/Aberdeen

  • Location


  • Sector:

    Information Technology

  • Salary:

    £28000.00 - £30000.00 per annum + Paid Qualifications/pension/etc

  • Contact:

    Connor Flannigan

  • Contact email:


  • Job ref:


  • Published:

    11 months ago

  • Expiry date:


  • Startdate:


  • Consultant:



Job Title: 1st line Service Desk Engineer
Reporting To: Service Desk Team Leader
Location: Angel, London / Hybrid working

Purpose of the Job

To provide excellent customer service by resolving customer's technical queries submitted by telephone or
Main Duties and Responsibilities
1 Problem Resolution:
a Assess IT issues raised by customers to ensure full understanding of the problem
b Diagnose the cause of the problem in order to identify the most appropriate fix
c Assess alternatives to resolve the problem and deploy the most effective, robust resolution
d Check that the problem is fully fixed and has not had any adverse impact on any other matters
e Escalate complex problems, giving a full explanation of resolutions attempted
f Identify recurring problems and escalate to senior colleagues to identify the underlying cause
g Follow the company's processes in relation to problem resolution and escalation to minimise the
chances of inadvertent errors.

2 Information Recording
a Log client problem issues accurately and fully in service desk system
b Keep accurate records of time worked on issues in Company's time recording system
c Maintain and update the Knowledge base

3 Hardware:
a Build new hardware and install appropriate software to meet the customer's requirements

4 Customer Service:
a Interact professionally with customers and colleagues at all times, ensuring that the customer is fully
satisfied with the service provided

5 Personal Development:
a Proactively manage own personal development through passing of partner certification exams and
constantly developing technical knowledge through on the job enquiry.

6 Common Responsibilities:
a Maintain up to date knowledge of the companies operational procedures and Employee handbook and
comply with the requirements
b Work collaboratively with team members
c Participate fully in company-wide initiatives
d Undertake other duties as may reasonably requested by management
Person Specification
Education / Qualifications

* A- level or equivalent education required
* Degree educated in a relevant subject preferred
Knowledge and Experience
* Experience in providing IT support in an office environment, ideally including Microsoft Office, Active Directory, setup and trouble-shooting mobile devices and installation of PCs
* Experience of accurately recording all activity on company service desk system
* Ideally experience of working in an ITIL environment

Personal Qualities and Competences Excellence Needed: Vital to role
* Customer Service
Needed consistently: important to the role
* Problem Solving
* Quality Focus
* Attention to Detail
* Strong Oral and Written Communication
* Multi-Tasking
* Working under pressure

Needed at a basic level: helpful to role but not essential
* Decision Making
* Influencing & Persuasion
* Commercial awareness
* Research & Evaluation

The Company

What we can offer you
* Competitive salary depending on your experience and skills
* Pension after 3 months of employment - this company will match employee contributions up to 4% of salary
* Life Assurance: to provide security for your family, 3x salary
* Income Protection: to provide an income in the event of long term illness
* Holiday: 23 days' per year
* Learning environment; the opportunity to work alongside experts in the latest technologies
* Training: we have CBT nuggets
* We care about your happiness: We use Friday Pulse
* Quarterly events and more, Go-Karting, Games nights, boat parties, Crystal Maze and escape rooms
are our style!
* We care what you think: Suggestion Box platform
* Medical cashback with BUPA
* Exceptional career progression opportunities