1st Line Support Engineer - Service Desk

Location: Liverpool, Merseyside Salary: Negotiable
Sector: Client Delivery, Engineering Specialism:
Type: Permanent Contact: Zak Mendoza

1st Line Support Engineer - Service Desk


1st Line Support Engineer - Service Desk needed for a leading communications organisation based in Liverpool who are looking to employ an experienced 1st Line Support Engineer - Service Desk with an in-depth knowledge of Windows Server OS 2008 and 2012 support, Exchange (2010 & 2013), SharePoint (2007 -2013 and Lync products and experience within a service level driven environment..

What the role entails:

Some of the main duties of the 1st Line Support Engineer - Service Desk will include:

  • Provide 1st (2nd) line technical support - you will be the first point of contact for all ICT related incidents and service requests.
  • To be part of a proactive team of technical service desk engineers delivering high quality, customer focused service.
  • Responsible for adhering to the ITIL Problem Management Policy and ITIL Incident Management Policy and including the lifecycle management of all incidents.
  • Configuration Management:- responsible for adhering to the policy and process, ensuring CI's are accurate, linking CI's, status accounting.
  • Responsible for communicating planned outages
  • Answered Queue management ensuring incident closure with end users.
  • Responsible for monitoring OOH, providing statistics, ensuring OOH have sufficient support information to provide 1st line support functionality.
  • Responsible for data quality held within the Service Management System, Remedy.
  • Responsible for FAQ documentation and end user guides.
  • Work closely with the Customer base to streamline services in line with ITIL.
  • Self-development, attending appropriate health and safety, ITIL, risk assessment training courses and sitting exams where required.

What you need to be the successful 1st Line Support Engineer - Service Desk :

In order to be the successful 1st Line Support Engineer - Service Desk and have a chance to gain such an exciting opportunity you will ideally need to have the following:

  • Windows Server OS 2008 and 2012 support;
  • Active Directory;
  • Bespoke Application support;
  • Knowledge and understanding of Exchange (2010 & 2013), SharePoint (2007 -2013and Lync products
  • Anti-Virus software;
  • Experience within a service level driven environment.
  • Clean Driving Licence.
  • Undertake Security Clearance checks.

This really is a fantastic opportunity for a 1st Line Support Engineer - Service Desk to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

This advert was posted by Gold Group - one of the UK's leading niche recruitment consultancies. We span a variety of specialist industries and are the recruitment company to help you find your next career opportunity. We pride ourselves on our commitment to candidates and stick to our ethos of finding the right role for the right person. Visit our website or get in touch today to discuss this role, find out what else we've got or just for a chat about the state of your industry. Services advertised by Gold Group are those of an Agency and/or an Employment Business. Please be aware that we receive a high volume of applications for every role advertised and regularly receive applications from candidates who exceed the job credentials. We will only contact you within the next 14 days if you are selected for interview. A copy of our privacy policy can be found here: Gold Group is an equal opportunity & diversity employer. A copy of our equal opportunity & diversity policy can be found here:

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