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- Tasks: Resolve challenging service desk tickets and mentor junior engineers.
- Company: Join a leading Managed Services Provider with a focus on innovation.
- Benefits: Competitive salary, professional development, and a supportive team environment.
- Why this job: Make a real impact by solving critical issues and enhancing customer satisfaction.
- Qualifications: 3+ years in a technical role with strong troubleshooting and leadership skills.
- Other info: Dynamic workplace with opportunities for growth and learning.
The predicted salary is between 40000 - 50000 £ per year.
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.
Tasks:
- 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.
- Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation.
Secondary tasks include:
- Assist in planned and unplanned service disruptions.
- Help maintain the accuracy and relevance of support documentation and guides.
- Understand the business and its objectives.
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.
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 SLA’s incident Management, Service Request Fulfilment and Change Management.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong team working and team leadership skills.
- Project work at mid-level.
Qualifications:
- AWS Cloud Practitioner
- CCNA
- CompTIA Security+
- ITIL Foundation
- MS Certified: Azure Fundamentals or Administrator
Senior Service Desk Engineer in Leeds employer: Zenzero
Contact Detail:
Zenzero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Service Desk Engineer in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage in online forums. You never know who might have the inside scoop on a job opening that’s perfect for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk support. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your achievements, projects, and any relevant certifications. This gives potential employers a tangible sense of what you bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior Service Desk Engineer in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Service Desk Engineer role. Highlight your experience with Microsoft 365, Azure, and ITIL practices. We want to see how your skills match our needs!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technically challenging tickets in the past. We love seeing candidates who can demonstrate their troubleshooting prowess and ability to work under pressure.
Be Clear and Concise: When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, so make sure you convey your passion for the role without unnecessary fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Zenzero
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Azure, and Active Directory. Be ready to discuss specific scenarios where you've resolved complex issues, as this will show your problem-solving skills and technical expertise.
✨Demonstrate Leadership Skills
Since the role involves coaching and mentoring, think of examples where you've led a team or helped others improve their skills. Share how you’ve handled escalations and supported your colleagues, as this will highlight your leadership capabilities.
✨Understand SLAs and KPIs
Familiarise yourself with the importance of SLAs and KPIs in a service desk environment. Be prepared to discuss how you’ve met these targets in previous roles and how you plan to ensure adherence in this new position.
✨Build Rapport with Customers
Communication is key! Think about how you can build good relationships with clients. Prepare to share examples of how you've effectively communicated with customers, especially during high-pressure situations, to ensure satisfaction and trust.