Customer Services

ICT Service Desk Engineer

Full Time Permanent

UK Job Network

This is the perfect role for a Customer Service orientated person that is looking to start a career within IT.

Role Profile

ICT Technical Service Desk Engineer to join a fast-paced service desk, providing a 65% 1st time fix or more. As part of the role you will be the first point of contact to internal and external end users with a real focus on customer service and an effective delivery of that service. Responsible for full end to end incident management, taking ownership, providing technical assistance to diagnose, resolve and escalate incidents and requests. Dealing with a broad range of IT faults and working to strict SLA?s and KPI?s.

Typical Deliverables

Respond to support calls via phone, email and service desk management system, Remedy.
Record information provided from customers and colleagues accurately on Remedy, ensuring all tickets are fully updated, categorized, assigned, and managed within strict SLA?s and KPI?s.
Provided end to end ownership of all incidents, requests, problems, and changes.
Diagnose and investigate faults thoroughly, escalate appropriately ensuring customers are updated through to resolution.
Confidently provide clear, concise advice and instruction to end users with all levels of technical understanding.
Demonstrate a sense of urgency in a professional and calm manner and manage appropriate and realistic expectations to maintain excellent customer service.
Liaise with 3rd party suppliers to ensure resolution to agreed SLA's and standards.
Recommend procedure modifications or improvements to ensure a consistent excellent level of service is provided.
Support any necessary changes to improve the delivery of service to Customers.
Create and maintain knowledge base articles to share workarounds and document solutions for known issues.
Training will be available on the job


Strong background in Customer Service, especially call handling, and an interest in IT.

Experience in Customer Service and working in an ICT support role.



ITIL Accredited or working within ITIL frameworks
Ability to be security cleared

Behavioural Requirements

Excellent communication and interpersonal skills.
Excellent telephone manner.
Strong analytical and problem-solving skills, Methodical and logical approach.
Friendly and professional, ability to communicate with people at all levels in a calm and patient manner.
Capacity to work under own initiative and be self-sufficient in taking ownership of a task or problem.
Organisation and planning abilities, able to prioritise as required.
Commitment to quality and a thorough approach to work, ability to improve on current skill set and keep up to date with relevant technologies.
Adaptable and flexible, able to work well under pressure, acceptable of change
Ability to deal with difficult customers

Excellent Employee Benefits:

Telent is committed to ensuring that we offer industry leading career opportunities, salary and benefits packages. Join us and you can expect to receive:

33 days holiday, including public holidays, plus the option to buy or sell five days each year
Company pension scheme
A range of family friendly policies including childcare vouchers
An employee-funded car leasing scheme
Occupational health support
Telent Rewards Scheme
So why choose Telent for your next opportunity?

To build, run and maintain a successful network, you need a connected approach ? a team you can trust from strategy to support, and everything in between. At Telent, this is what we do!
As part of our team, you could be working with some of the biggest names in the Traffic, Rail, Public Safety, Defence and Service Provider sectors including London Underground, Network Rail, Transport for London, RNLI, MOD and Virgin Media. You?ll help us ensure the most important messages get through ? however tough the conditions.
Here are just some of the ways we?re different:
You?ll go further with us. We understand the importance of career development and will give you all the support you need to realise your potential. You?ll receive formal training, e-learning and mentoring from top professionals. And we offer opportunities to transfer to other sectors ? or even different technology areas.
You?ll make a difference. You could be working outdoors, battling the elements, or in one of our many offices helping us develop the network infrastructures of tomorrow.
You?ll be treated as an individual. We?re not a vast corporation, which means every individual counts. With us, you?ll be valued and supported, involved and empowered from day one.
You?ll be well rewarded. We offer salary progression that reflects market rates and personal performance, a flexible working environment and excellent training.

We reserve the right to close this vacancy once we have received sufficient applications.

Telent is an equal opportunities employer and is committed to diversity and inclusion

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Tagged as: Merseyside