Apprentice Service Desk Engineer

04 Jan 2019
01 Feb 2019
Start Date
Learning Curve Group have an exciting opportunity for someone who has a passion for IT and wants to develop their skills. Earn while you learn... come and train to become a Service Desk Engineer!

This position will provide technical support to AAG's customers within a service desk environment. A desire to learn about all areas of IT and to provide exceptional customer service is a must along with a willingness to understand the commercial goals of the business as a whole.

Responsibilities will include:

* Manage tickets that come in via our ticket management system, phone or email

* Log and direct tickets to appropriate queues ensuring details are clear and correct and SLAs are met

* In time provide basic Service Desk support for incidents (problem/issues) or service requests related to hardware, software, network/mainframe connectivity and application support to a wide variety of external support customers

* Record incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilise 1st, 2nd and 3rd Level support and the account management team.

* Troubleshoot and resolve incidents and/or escalate to Level 1 and 2 support where necessary.

* Ensure target first time response rates are met as per the defined service level expectations.

* Communicate clearly, effectively and in a timely manner with customers

* Create and maintain accurate documentation and ticket updates to ensure all parties and fully informed of progress of any problem/issue

* Learn all areas of the engineering support AAG provides and work in a flexible manner to be hands on with customer requirements as necessary (i.e. testing and other project related tasks)

* Work with Learning Curve Group to learn and complete Level 3 qualification in good time

Similar jobs

More searches like this

Similar jobs