1st Line Service Desk, Networking, Video Conference, IPT, Customer Service, Excellent career progression London £20 - £25k +10% Bonus + Benefits + Career ProgressionA leading provider of IT Service requires a solid 1st Line service desk engineer with experience of dealing with customer issues via email, Video and telephone support Role Responsibilities:Accountable for all 1st line client communications via means of video, telephone and emailResolution of all 1st line incidents within agreed SLA's.Perform checks on endpoints and infrastructure, proactively and reactively based on monitoring toolingSchedule, operate and monitor concierge bookingsResponsibility of all client updates on 1st line Incidents reports Ownership of incidents with carriers on hosted client incidents ensuring resolution within SLA'sPerforming release management across hosted and client video networksWork within Vendor escalation process ensuring they are dealt with within a timely manner.Dispatching field engineers to site along with replacement sparesTechnical Transition of new endpointsSkills required:Excellent interpersonal, customer service and communication skillsKnowledge of Video conferencing experience and/or accreditations preferable but not necessary High level of organisational and planning abilityAdaptability and flexibilityAdministrative skillsAttention to detailProblem solving skillsBasic ITIL Service Management accreditationPreviously worked within a service desk or Incident management environmentProven track record of Vendor qualifications or experience in Tandberg/Cisco/Polycom Video ConferencingBasic understanding of networkingBasic Audio Visual knowledgeCompetenciesStrong communication and presentation skills at all levelsExcellent people skills and emotional intelligenceHigh attention to detailCreativity and problem solving skillsAppetite and ability to learn quicklyEnthusiasmCommitmentProfessional disciplineTime managementWorking Shift Patten- 7am to 7pm Monday to Friday £20 - £25k +10% Bonus + Benefits + Career Progression1st Line Service Desk, Networking, Video Conference, IPT, Customer Service, Excellent career progression![]()
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