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Service Desk Engineer
at Ascential London in London (Published at 23-11-2023)
We're looking for a Service Team Engineer to join our team in London as part of our Technology function.
Key Responsibilities
Resolving or fulfilling all incoming interactions from users in person, on the phone and via e-mail in a 70/30 Windows/Mac OS based environment
Ensuring all interactions with users are logged and managed throughout the ticket lifecycle in line with the SLAs agreed with the organisation
Managing on-site IT build rooms and the associated equipment including maintaining and repairing laptops as required
Contributing to the meeting of key performance indicator metrics outlined by the UK Service Manager
Building and configuring both Windows and Mac OS hardware through relevant automation platforms
Handling inbound telephone calls to the Service Desk as required.
Liaising with relevant 3rd line departments to resolve more complex technical issues where required
Sharing knowledge with both technical members of staff and end users through the creation of documentation as per agreed templates
Maintaining and developing own technical knowledge and skills through utilising online training platform
Identifying and escalating repeat issues to increase first time fault resolution
Delivering training to staff on core technologies such as Slack and G-Suite
Supporting user audio/visual meetings and events in both office and off-site locations as required
Enforcing all IT security policies, reporting any breaches or risks to the Security Management team appropriately
Sharing responsibility of covering weekends on call with the rest of the team where needed.
Your Experience
Essential
Relevant experience, working within a Service Desk environment
Extremely personable, able to communicate effectively with users at all levels of the organisation via various communication methods
Problem solver, demonstrate a logical approach to problem solving
Genuinely enthusiastic, remaining positive in challenging situations
Thirsty for knowledge, looking to develop and improve own skills
Excellent communicator, able to present complex technology information clearly and concisely, adapting communication style as required
Agile, able to react and adapt to varied situations in a calm and efficient manner
Attention to detail, along with a focus on deliverables
Team player, able to work effectively as part of a team which is spread out globally with varying workload and pressures
Desirable
Experience working in an enterprise IT environment
ITIL v3 Foundation qualification
Experience supporting Mac OS operating systems
Familiarity with Technologies such as Fuze, AnyConnect VPN client, ServiceAnywhere ITSM tool, Slack, G-Suite (administration), Lenovo/Apple hardware, Papercut, Sophos Web Protection
Experience delivering IT support to senior members of staff within a large scale organisation
What We Offer
Our benefits package incorporates what we’re passionate about – unlocking your future, overall well-being and sustainability – whilst giving you control over your benefits.
25 days of holiday per year - with an option to buy/ sell upto 5 days
Pension, Life Assurance and Income Protection
Flexible benefits platform with options including Private Medical, Dental Insurance, Critical Illness and the Ascential Shares Scheme
Employee assistance programme, season ticket loans and cycle to work scheme
Volunteering opportunities and charitable giving options
Great learning and development opportunities.
Inclusive Workforce
At Ascential, our goal is to create a culture where individuals of all backgrounds feel comfortable in bringing their authentic selves to work. We want all Ascential people to feel included and truly empowered to contribute fully to our vision and goals.
Everyone who applies will receive fair consideration for employment. We do not discriminate based upon race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know so that we can support you.
For more information on our culture, visit Ascential.com.
About Ascential
Ascential is a specialist, global, information company that helps the world’s most ambitious businesses win in the digital economy.
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