Technical support Work, Jobs in Horsforth, Wyk (with Salaries)

Senior Service Desk Engineer
Zenzero Solutions —Leeds
- Azure
- Mentoring
- Training & development
Service Desk Manager - Enterprise Markets
Gamma —Bradford
- Full-time
- Presentation skills
- In-person
- Leadership
- Annual leave
- Employee discount
Quick apply
Level 2 Helpdesk Engineer
Uptime Solutions —Town
- Full-time
- Azure
- Computer Science
- Bachelor's degree
Analyst II, Incident / Problem Management
FIS Global —York
- Full-time
- Computer Science
- Analysis skills
- Bachelor's degree
Client Services Analyst I
FIS Global —York
- Full-time
- Computer Science
- Writing skills
- Bachelor's degree
8d
Technical Trainer, Customer Training
Tait —Pontefract
- Full-time
- Project management
- Bachelor's degree
- Organisational skills
8h
Service Desk Manager - Enterprise Markets
Pragma —Bradford
- Customer service
- Presentation skills
- In-person
- Annual leave
- Employee discount
14d
Level 3 Support Analyst - AI Specialist
Anaplan —York
- Engineering
- English
- Master's degree
Quick apply
Maximo Operations Technician - UK & EMEA
Naviam —Leeds
- Computer literacy
- English
- Java
Quick apply
IT Support Engineer - North Region (6 month FTC Based York area)
Splendid Hospitality Group —York
- £35,000 - £38,500 a year
- Hybrid work
- Hospitality
- Computer Science
- Hotel
- Employee assistance programme
- Employee discount

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IT Technician
VB DISTRIBUTION —Darwen
Provide 1st, 2nd and 3rd line technical support to users across the business. Install, configure and maintain desktops, laptops, mobile devices, printers and…
Up to £25,000 a year
Quick apply
1st Line Service Desk Technician
Cloud10 IT —Manchester
Advising customers appropriately and communicating regularly regarding open tickets. 1st line technical support, by email and telephone, to a client base of…
£27,000 - £32,000 a year
Quick apply

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technical support jobs near horsforth, wyk

Senior Service Desk Engineer

Zenzero Solutions
Leeds

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Job details

Permanent

Qualifications

Technical troubleshooting
ConnectWise
ITIL Certification
Azure
Stakeholder collaboration
BMC Remedy
Stakeholder liaison
Incident queue management
Mentoring junior staff
Ticket management
Microsoft Office Suite
Change management
Staff training
Mentoring
Technical support incident logging
ServiceNow
Customer support
Customer interaction
IT incident logging
Training & development
CompTIA Security+
Leadership
Incident log maintenance
Microsoft Azure
Intune
Help desk

Full job description

The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.

Key Skills:

Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity.
Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing)
Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLAâ€™s incident Management. Service Request Fulfilment and Change Management.
Ability to demonstrate excellent troubleshooting skills.
Ability to demonstrate strong team working and team leadership skill

Qualifications:

AWS Cloud Practitioner
CCNA
CompTIA Security+
ITIL Foundation
MS Certified: Azure Fundamentals or Administrator

Tasks:

The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:

Action technically demanding, time sensitive, and VIP tickets.
Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs.
Assist with coaching and mentoring the Service Desk Engineers.
Act as an escalation point for the Service Desk Engineers.
Assist the Service Desk Team Leader where required.
Ensure all tickets are accurately logged and have all required detail before accepting escalation.
Ensure adherence to performance targets including SLAs and KPIs.
Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution.
Follow processes to ensure that a high quality of service is provided, at all times.

Secondary tasks include:

Assist in planned and unplanned service disruptions.
Help maintain the accuracy and relevance of support documentation, and guides.

Responsibilities:

Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.
Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs.
Monitor, moderate and create process documents and regularly check for adherence to these processes.
Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users.
Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
Represent the Service Desk at knowledge transfer sessions.
Assist with staff training and business awareness.
Be aware of organisational changes that might impact the Service Desk.
Plan and prioritise work to ensure that deadlines and targets are met.
Identify potential areas for improvement.
Involve and seek feedback from stakeholders.
You may on occasion be required to work on customer sites.

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technical support jobs in horsforth, wyk

Senior Service Desk Engineer

Service Desk Manager - Enterprise Markets

Level 2 Helpdesk Engineer

Analyst II, Incident / Problem Management

Client Services Analyst I

Technical Trainer, Customer Training

Service Desk Manager - Enterprise Markets

Level 3 Support Analyst - AI Specialist

Maximo Operations Technician - UK & EMEA

IT Support Engineer - North Region (6 month FTC Based York area)

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