Service Desk Specialist Engineer

We are looking for someone to join our IT Service Desk Specialists team. You will be working with escalation engineers to troubleshoot and resolve complex customer problems. Previous experience working within an IT Support environment providing end-user support is essential.

Job Purpose

This position requires strong analytical, problem-solving, and troubleshooting skills. The qualified candidate should possess broad experience handling difficult or sensitive situations in a professional, timely, and thorough manner. Eligible candidates are self-starters and highly motivated to provide excellent customer service.

Main Duties:

• Provide the highest level of technical support to internal customers by troubleshooting complex incidents & Requests elevated from the Service Desk incident/request team. 
• Manage multiple, high-priority incidents simultaneously.
• Contribute and update the Service Desk knowledgebase.
• Identify, propose, and support service desk processes. 
• Actively and willingly share expertise and coach others.
• Make clear recommendations for action rather than presenting options.
• Work with relevant IT departments and third parties to identify trends and facilitate incident and problem resolutions. 
• Pursue regular updates from problem owners and cascade information back to Service Desk.
• Attend CAB meetings, assess change risk and ensure the Service Desk is represented and well communicated.

Skills & Expertise:

• Experience with Microsoft operating systems.
• Good understanding of Microsoft Windows 10.
• Good understanding of Microsoft Office suite.
• Good understanding of PC and server hardware architecture, building, configuring, and installation.
• Good understanding and ability to troubleshoot TCP / IP Networking.
• Previous experience of VOIP/telephony.
• Working knowledge of network technologies.

Communication:

• Listen to customers to understand their needs and views to deal effectively with their concerns.
• Strong verbal and written communication skills to communicate with employees and customers at all levels, including senior management.
• Able to set and manage expectations.

Influencing:

• Always keeping a can-do attitude and willingness to help others.
• Help with developing a highly effective and motivated service desk team.

Solutions Driven:

• Strong troubleshooting skills with the ability to be dynamic and adapt whilst instinctively finding practical and technical solutions to complex problems.
• Ability to multi-task.
• Highly motivated to achieve results.
• Takes initiative to learn and develop.

Challenging:

• Be prepared to challenge the status quo and make suggestions for improvement.
• Be willing to voice an opinion on all matters whilst being receptive to feedback.

Teamwork:

• Take a proactive lead in creating a supportive team environment.
• Readily be available to help support the team.
• Exhibit a flexible approach to working on a rota basis and provide necessary cover where needed.
• Consistently model the highest levels of teamwork and professionalism.

Time Management:

• Well organised and able to prioritise tasks.
• Able to manage workload correctly with little supervision.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we have been consistently voted one of Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.

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