Senior service desk engineer Work, Jobs in Hamble, Ham (with Salaries)

Senior Service Desk Engineer
Zenzero Solutions —Chichester
- Azure
- Microsoft Office
- AWS
Project Engineer
CS Group —Ringwood
- £36,000 - £40,000 a year
- Full-time
- Azure
- ERP systems
- Windows
Quick apply
Chief Engineer - Southampton
Svitzer —Southampton
- £68,440.88 a year
- Full-time
- Maintenance
- Employee assistance programme

Other jobs to consider

Find your next job by exploring related positions.

Senior Service Desk Engineer
Zenzero Solutions —Chichester
You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.
Service Desk Coordinator
Hey Clear Ltd —Fareham
Keeping customers informed and managing expectations clearly and professionally. You’ll likely have experience in a customer service, helpdesk, coordination, or…
£27,000 - £29,000 a year
Quick apply
3d

I want to receive the latest job alerts for senior service desk engineer in hamble, ham

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

senior service desk engineer jobs near hamble, ham

Service Desk Engineer jobs in London

Customer Service jobs in Leamington Spa

System Engineer jobs in London

Junior Ai Engineer jobs in London

Chief Engineer jobs in Bristol

Chief Engineer jobs in Manchester

Electrical Engineer jobs in London

Project Management Apprentice jobs in Birmingham

Project Engineer jobs in Luton

Project Engineer jobs in Scotland

Project Engineer jobs in Aberdeenshire

Project Engineer jobs in Manchester

Senior Service Desk Engineer

Zenzero Solutions
Chichester

Apply Now

Job details

Permanent

Qualifications

ConnectWise
ITIL Certification
Azure
Incident management
BMC Remedy
Microsoft Office
Change management
AWS
ITIL
Staff training
Mac OS
ServiceNow
CompTIA Security+
Leadership
Active Directory
Intune

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.

Apply Now

Refine Your Search

senior service desk engineer jobs in hamble, ham

Senior Service Desk Engineer

Project Engineer

Chief Engineer - Southampton

Other jobs to consider

I want to receive the latest job alerts for senior service desk engineer in hamble, ham

Explore jobs in more locations

Jobseeker tools

Employer Tools

Browse

Stay Connected