Service Desk Engineer

Job Title: Service Desk Engineer

Location: Keighley, Bradford

Salary: £37,000 – £43,000 per annum

Job type: Full Time, Permanent

About us:

Bedroq provide critical technology solutions built on solid foundations.

We help organisations that rely on technology for critical operations, achieve and maintain a high-performance steady state. Bedroq have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions.

About the role:

The purpose of the Service Desk Engineer is to provide outstanding IT support and incident resolution for our clients, ensuring prompt and effective handling of technical issues, maintaining critical system uptime, and delivering a seamless service desk experience. Customer satisfaction is key, maintaining an average of 8.5 per customer by creating strong client relationships, adhering to SLAs, and contributing to the smooth operation of client's vital public sector services.

The ideal candidate will have excellent communication skills, strong technical skills and customer management skills. We want customers to feel that their level of service delivery is excellent, not just that their SLAs are being me.

The Service Desk Engineer will need to support the customer base from our office in Steeton, utilising the KPI's and monitoring visible to them. This extends to the Service Desk Engineer visiting customer sites (offices, warehouses and off-site locations) for pro-active and reactive visits across the United Kingdom and sometimes abroad, to resolve user, software and physical hardware issues.

Duties and Responsibilities:

• Aligned with the service desk team maintain a CSAT score of 8.5+ for all customers.
• Travel to customer sites through the UK and across the World as required.
• Ensure that we never miss a phone call from customers – answer the phone and work with the team to capture all calls.
• Acting as a technical point of escalation for service desk colleagues to help them resolve tickets the same day (preferably the same hour).
• Log tickets for the customer and ensure you are following the Incident Management process every time – “if it's not in the ticket, it didn't happen”.
• Maintain ticket queue so all tickets include a daily update, never have tickets older than 2 weeks old that do not have a full plan of action to move to resolution.
• Change Management – Ensure that you always log a change in accordance with our change management process to fix a fault or satisfy a work request.
• React to monitoring alerts as soon as they are raised.
• Problem Management - Reduce ticket numbers by resolving the problem.
• Carry out weekly ticket reviews and monthly Service reviews with the customer.
• Consider Health & Safety, Information Security as part of the incident and security management process to ensure the confidentiality, integrity and availability of both internal and customer IT assets are maintained at all times.
• Ensure complete compliance by yourself and service desk colleagues to all ISO27001, 9001, 14001 & 45001 policies and procedures.
• Manage ticket escalations internally and externally (third parties and the customer).

About you:

Required Skills:

• Proven experience as a Support Engineer, IT Support Specialist, or similar role.
• Highly organised, able to identify what is important and what is urgent, then prioritise accordingly.
• Comfortable communicating with senior stakeholders, executives and leaders.
• Intermediate level user in Microsoft packages especially in Word, Power Point and Excel.
• Experience in troubleshooting and supporting Microsoft environments (AD, Azure AD, Windows Server, GPO, Windows Desktop, SQL).
• Experience in Milestone and BriefCam applications and infrastructure.
• Solid networking knowledge – firewalls, LAN configuration, troubleshooting and diagnostics.
• Exceptional customer service skills and the ability to communicate technical issues to non-technical users.

Other Skills:

• Calm under pressure and able to respond quickly and positively to changes.
• Attention to detail and a proactive approach to identifying issues and implementing solutions.
• Strong problem-solving skills with the ability to prioritise and multitask.
• Excellent communication and interpersonal skills, with a focus on customer satisfaction.
• Happy to travel to customer sites and be away from home as needed.
• Willing and able to work evenings and weekends when needed.
• Ability to obtain Security Clearance (NPPV3+SC).
• Full UK driving license and own car.

Key Benefits:

• Bedroq has a BYOD (Bring Your Own Device) scheme (refreshed every 3 years).
• A minimum of 2 Company offsites per year.
• Personal Training budget of £500 per year for relevant training to your role.
• Employee referral scheme – up to £2,500 for finding a new recruit that passes their probation.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the relevant experience or job titles of: Trainee IT Systems Technician, ICT Technician, IT Systems Support, IT Technician, Information Technology, IT, 1st Line, 2nd Line, Technical Support Engineer may also be considered for this role.

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