Service Desk Engineer - Pontoon : Job Details

Service Desk Engineer (Contract)

Duration: 12 Months (Potential for Extension)Location: Chester/Hybrid (4 days per week on-site)Salary: Highly competitive

Role OverviewAn exciting opportunity has arisen for a Service Desk Engineer to join a dynamic team in the investment banking sector. This role is integral to providing top-tier first-line support to internal employees via voice and chat as part of a 24/7 Global Service Desk.

Key Responsibilities

• Deliver exceptional client care in partnership with regional and international teams.
• Handle multiple live chat sessions simultaneously, ensuring operational and quality standards are met.
• Perform basic troubleshooting of Microsoft applications and proprietary systems via phone and chat.
• Support up to two clients concurrently through chat channels.
• Document tickets with clarity for 2nd line teams when first-line resolution isn't achievable.
• Collaborate with peers and subject matter experts to enhance IT skills and knowledge.
• Build and maintain strong relationships with global partners while excelling in a team-oriented environment.

Skills & Qualifications

• Outstanding customer care skills with a keen interest in expanding IT expertise.
• Excellent communication and writing skills.
• Strong attention to detail and organizational abilities, with the capacity to prioritize workloads.
• Ability to multitask effectively across responsibilities.
• Prior experience in a technology call center or customer service role.
• Proficiency in identifying and resolving problems using various resources.
• Familiarity with Windows 10/11, MS Office suite, Office 365, SharePoint, Skype, Citrix, VPN, and Cisco AnyConnect is advantageous.
• ITSM Remedy experience is desirable but not essential.

Why Apply?If you possess the skills and experience required and are passionate about delivering excellent support in a fast-paced environment, this is your chance to make an impact.