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Global Service Desk Engineer

Location: Egham

Job type: technical

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Role Overview

Responsible for maintaining high levels of customer service through Helpdesk and remote technical support. Due to the nature of the Support Services business these areas are subject to tight SLA’s and KPI’s.

Key Responsibilities

  • First line technical response to fault tickets received into the global helpdesk
  • Remote technical diagnosis and fault resolution
  • If resolution cannot be achieved, then accurate qualification of fault prior to engineering call-out
  • Escalation to Field Engineering where remote resolution cannot be achieved
  • Direct phone and email support of client
  • Access onto client network for remote support
  • Microsoft Dynamics management of service cases (from creation to resolution)
  • Liaison within the company departments e.g. Programming and Commissioning teams for specialist works
  • Escalation to manufacturer support
  • Liaison with client departments to resolve faults (IT, Networking teams, facilities)

Further Details

Reporting to:
Operations Manager
Department:
Facilities Management (FM)
Hours:
24/7 on rotational shift pattern, Monday-Sunday

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