Our client based on the outskirts of Keighley is looking to recruit a Service Desk Engineer on a full time, permanent basis.

Duties will include:
• 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.
• Manage and Maintain all Licensing and certificates for the customers.
• 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).
• Adhere to communications standards to ensure colleagues and the customer are kept informed at all stages of incident management.

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.

About you
• 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 and Non-Police Personnel Vetting (NPPV3+SC).
• Full UK driving license and own car.

Basic Salary £37,000 - £43,000.