Overview

The Senior Service Desk Engineer role is critical to ensure the effective and continuous provision of service desk support to clients. You will be responsible for resolving technically challenging, time sensitive, and VIP tickets in accordance with agreed KPIs and SLAs. You will provide coaching and mentoring of Service Desk Engineers and deputise for the Service Desk Team Leader, as required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards.

Tasks

The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:

• Action technically demanding, time sensitive, and VIP tickets.
• Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs.
• Assist with coaching and mentoring the Service Desk Engineers.
• Act as an esc...