Our client is seeking a dedicated Service Desk Engineer to join their team based in Guernsey. In this full-time position, you will play a crucial role in providing exceptional IT support services to a range of existing clients. Reporting to the Head of Department, you will primarily support clients remotely from the Guernsey office and may be required to assist onsite as needed. The ideal candidate will possess technical proficiency and outstanding interpersonal skills, demonstrating the ability to work both independently and collaboratively within a team.
Job Duties:
- Respond to incoming support enquiries and log tickets appropriately, escalating issues in line with internal procedures.
- Communicate regularly with clients regarding outstanding support tickets to keep them updated on progress.
- Collaborate with customers to ensure product configurations align with their business needs.
- Gain a comprehensive understanding of the environments used by clients.
- Conduct daily health checks and preventative maintenance where necessary, logging service tickets accordingly.
- Document all issues and resolutions accurately in the ticketing system.
- Assist end users with the diagnosis and troubleshooting of desktop, network, and server issues.
- Manage client expectations, especially concerning system downtimes.
- Contribute actively to engineering tasks while dedicating significant effort to client support.
- Provide support and guidance to team members, ensuring tickets are escalated as appropriate.
- Create and maintain detailed documentation when required.
- Maintain knowledge of relevant products, services, and company policies.
- Develop and follow best practices for deploying new and existing software and hardware.
Job Requirements:
- Several years of experience in IT support with a proven track record of technical proficiency.
- Strong interpersonal skills, demonstrating a commitment to providing exceptional customer service.
- Ability to manage time effectively and handle multiple tasks with minimal supervision.
- Excellent oral and written communication skills, especially when engaging with clients.
- Reliability and professionalism when acting as a representative of the company.
- Willingness to assist team members and contribute positively to team dynamics.
- Adherence to all helpdesk procedures, policies, and ISMS security management practices.
What You’ll Love:
Joining our client means becoming part of a dedicated Service Delivery Team that thrives on quality support and strong client relationships. You will have the opportunity to deepen your knowledge of cloud technologies, document management, and gain valuable Microsoft 365 / Azure certifications. With a strong focus on training and development, you will be encouraged to take charge of your professional growth whilst contributing to a vibrant working environment.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
