Service Desk Engineer (AWS) - Permanent - Leeds, UK (Hybrid Model)

Job Description

As a Service Desk Engineer, you will be responsible for onsite service and support needs for our customers. You will be part of the Technical Service Desk and will act as the single point of contact (Level 1 Support) for all technical queries & issues, which will be raised via the Contact Centre or directly by Relying Parties (RPs - Other Government Departments & Supporting 3rd Parties).

The L1 Service Desk will additionally provide capability to investigate, diagnose and resolve alerts and incidents, appropriately escalating activities for onward support from the wider support model. Acting as the first point of contact for customers and users who need support with the One Login application and solutions, you will have the skills and competencies to deliver high-quality service, resolve issues efficiently, and align with the business goals and strategies.

Responsibilities

• Updating relevant support call documentation within the Service Desk management system and ensuring accurate incident details and history.
• Work at all times within agreed Service Desk procedures.
• Resolving user requests to a minimum of the agreed service level agreements.
• Responsible for owning either an issue until a new owner has been found or the problem has been mitigated or resolved.
• Keeping up-to-date with new products and services utilised in the deployment of services to our customers.
• Producing relevant training documentation.
• Achieving KPI's to determine service quality and underpin the management services.
• Demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role.
• Develop a breadth and depth of technical knowledge across the services you support.
• Keep actively informed of industry developments and emerging tools and technologies.
• Resolving user requests, providing concise and easy to understand updates.
• Maintain confidentiality in accordance with our data protection policies and procedures.
• Working alongside the Contact Centre and L2 colleagues to deliver shift left enhancements and deliver self-service material that prevent/reduce incident volumes.
• Being customer-focused, eg, empathy, going the extra mile, etc., and working towards developing metrics to achieve a satisfying outcome to support requests.
• Undertake other duties from time to time as required by your manager.

Role Requirements

Experience/Education

• ITIL V3 Certification DESIRABLE ITIL V4.
• Proven working experience in an IT/Application Support helpdesk, providing direct user support.
• Be an advocate of ITIL best practice processes within the business.
• Previous experience of working in a customer-facing environment.
• Have previous experience of fault finding, driving up first-time fix ratios.
• Have previous experience on tools like Service Now, AWS Basics, and Splunk.

Key Generic Competencies

• Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances.
• Organisational, time management, work prioritisation skills.
• Ability to work on own initiative.
• Problem-solving skills, ie, can think creatively to solve problems.
• Ability to record detailed information accurately, reviewing with the customers and prompting for additional information as required.
• Dedicated to reach and maintain high quality standards.
• Customer focused.
• Ability to work flexibly according to business requirements.
• Ability to work collaboratively, as part of a team.
• Fluent in written and spoken English.