Remote Service Desk Engineer
at Navisite

Summary

Join Navisite's expanding team as an experienced Help Desk engineer and work from our Glasgow based office. This role will support one of our clients in London, providing high-quality remote support to users.

Responsibilities

• Provide high quality remote support to our users
• Ability to work under pressure in a fast-paced environment
• Possess Strong customer service, analytical, and problem resolution skills
• Strong communication skills; Excellent English (Written and spoken)
• Ability to be empathic and sympathetic to our users
• Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements
• Categorizing tickets based on ITIL principles (Incidents and Service Requests)
• Taking ownership of customer issues ensuring the tickets are resolved within a timely manner
• Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers
• Looking to resolve a high volume of calls at first point of contact
• Escalate tickets to our deskside support team where a remote resolution is not possible
• Follow high severity and Major incident procedures
• Collecting necessary information to escalate tickets to the relevant support teams when necessary
• Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic