Job Description

Due to expansion, we are looking to recruit an experienced IT support Engineer to work in our busy Service Desk Team.
You will be providing support to a large user base in a predominantly Windows environment. This is a rare opportunity to work for an organisation with an outstanding reputation as an employer who really invests in your development.
To be successful in this role you will have at least 2 Years’ working in a ServiceDesk / managed services environment or experience in a similar role in a managed services environment.
Strong knowledge of Microsoft Windows and Office 365.
This is a progressive role moving up into escalations and out-bound project work.
As Service Desk Engineer you will act as the first point of contact for our Managed Service customers reporting issues and faults.
The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our engineers to investigate and resolve.
Throughout this process you will remain the single point of contact with the customer, maintaining ownership of the original fault and acting as the main point of contact between the customer and Greenpoint providing timely updates and ensuring the fault is given the correct level of priority and attention.
This is a demanding & rewarding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to our customers and partners with a high degree of technical knowledge across a broad range of technologies.
Dealing with incoming faults in a professional, courteous manner over the phone and via email Taking ownership of faults and managing them in a logical and methodical manner.
Correctly logging incidents and faults, categorising and prioritising them in line with team procedures.
Conducting full and through diagnostics with end users to enable first point of contact fault resolution, ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Diagnosing and resolving problems to the customers satisfaction going the extra mile.
Maintain and develop your own knowledge and skills to assist with first time fault resolution.
Sharing knowledge with team colleagues.
Managing a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.
Demonstrate a customer first approach to support this is key.