1st Line IT Service Desk Engineer

Job Description

Overview of the Role:

We are recruiting for a 1 st

Line IT Service Desk Engineer due to an internal promotion. This role will be joining our 1 st

Line IT team which is made up of 7 engineers including the team leader, the IT Service Desk is made up of 20 engineers who all support, encourage and motivate each other to develop themselves.

The main day-to-day of this role is to provide an excellent first response to customer’s IT queries whilst maintaining our high level of customer satisfaction and fix rate. You will be managing your own ticket triage where you will assess the ticket priorities and escalate them to the wider team where needed. You will need to have a good experience of communicating with third parties and customers via email and the phone whilst achieving our Service Level Agreements with our customers.

What we can provide you is a progressive work environment, where you will be working with new technologies. An internal mentoring system with real progression opportunities, you're not a number but an integral part of the Service Desk Team. Here at Tailor Made Technologies we pride ourselves on our culture, we have a friendly work environment with an active Social Committee who run internal competitions, evening's out and charity events.

Are you ready to join a company where you are looking to grow your career, then apply below!

Who are Tailor Made Technologies?
We are experts in managed technology, specialising in IT, cyber security and communications solutions for small and medium-sized enterprises (SMEs).
Partnership-focused with a deep and deliberate understanding of customers’ strategic goals, our in-house teams tailor our services to suit every client’s unique requirements and drive business growth.
Through comprehensive offerings, broad technical knowledge and excellent customer service, we ensure your business-critical IT and communications systems work seamlessly in the background, unleashing the potential for you to achieve your business goals.

Benefits of working for Tailor Made Technologies:
A competitive salary.
Training opportunities set out with a clear training structure, including an internal mentoring system.
Progressive working environment with access to voice your opinions to decision makers.
25 days holiday plus bank holidays.
Your birthday off.
Flexi Health plan cover.
IT Purchasing Scheme.
Cycle to work scheme and gym discounts.
Company Pension.
Mental Health first aider on site.
An active Social Committee who run competitions, evenings out and charity events.
A brilliant breakout room which provides a free breakfast and a pool table.

Duties and Responsibilities of our 1st Line IT Service Desk Engineer:
To provide excellent customer care and support through efficient and organised ticket management
Providing first response fixes to customers via the phone or email
Providing resolution to incidents and requests, and appropriately escalating all others
Ticket triage – assessing ticket priorities and escalating when required.
Liaising with third parties and customers with regards to incident resolution and requests
Handling customer requests and escalate according to company procedures.
Manage work queues and prioritise events, ensuring compliance with SLA’s.
Assist the service desk supervisor in managing our service desk in such a way as to deliver excellent customer service.
Work efficiently and productively to achieve and exceed SLA’s, KPI’s and profitability targets.

Your previous experience:
Experience with working on an ITIL service desk.
Basic knowledge Active Directory configuration and administration
Basic understanding of what DNS is
Basic understanding of Router configuration and support experience (ideally Cisco, Draytek)
Experience using Windows OS and Windows Server OS
Understanding of Office 365
Understanding of Microsoft Azure
Understanding of Microsoft Intune

Essential Skills-
Excellent communication skills
Organisational skills
Results driven with a proven track record of achieving
Team player
Self-motivated and proactive
Ability to be resilient and to work under pressure

If you would like further information on the role or would like to apply, please send your CV to

[email protected]