Service Desk Engineer

Service Desk Engineer - Manchester

Harvey Nash is proud to be recruiting for an a leading client of ours in the healthcare industry. The role is a permanent Service Desk position based in Manchester, and has great opportunity for personal development. Our client is huge on developing within and are looking for a motivated individual who wants to hit the ground running as well as expanding on their skillset.

Key Duties and Responsibilities:

1. Troubleshoot Service Desk tickets within specified service level targets to ensure excellent customer service.
2. Possess in-depth knowledge of Windows 10 OS and the Office 365 suite.
3. Escalate tickets to the Infra Cloud Ops team or external support/maintenance companies as needed for timely resolution.
4. Provide telephone support, logging and prioritizing Service Desk tickets to meet service level targets.
5. Perform administrative tasks (daily, weekly, monthly, quarterly, and ad hoc) to maintain efficient Service Desk operations.
6. Offer support for Windows network and desktop applications (including Microsoft Office, Avaya telephone system, Android, Apple, VPN, Citrix, and Exchange email).
7. Participate in the out-of-hours support rota and occasional after-hours work.
8. Support the organization's sustainability aims and net-zero plan where applicable.

Skills and Requirements:

1. Solid technical background in Service Desk environments, specializing in troubleshooting and providing high-level technical support, particularly for Microsoft systems. Ensures compliance with service level agreements.
2. Quickly establishes credibility with customers and colleagues by identifying query nature and responding appropriately.
3. Demonstrates excellent customer experience, creatively addressing others' needs while adhering to service standards and departmental policies.
4. Possesses strong interpersonal skills, handling customers politely, calmly, and empathetically, even in challenging situations.
5. Exhibits excellent verbal and written communication skills, facilitating effective liaison with various stakeholders, including doctors, colleagues, and third-party contractors.
6. Prioritizes Service Desk tickets based on workload, available resources, and other relevant factors.
7. Understands the Data Protection Act (GDPR) and emphasizes the importance of maintaining confidentiality at all times.

Please apply now or contact me directly for a confidential conversation:

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Service Desk Engineer - Manchester