IT Service Desk Engineer
Job Title: IT Service Desk Engineer
Division/Dept/Location: Acacium Group - IT - London
Reports To: IT Service Desk Team Leader
Salary: £25k+ dependent on experience
We are collaborative in our common purpose to improve people's lives through expert healthcare, social care, and life sciences. Everything we do is powered by people. From the expertise of our people to our long-standing client relationships, we're proud to be a company that's committed to the human side of business.
When you join Acacium Group, you will work in a caring culture that prioritises your well-being, is passionate, ambitious and delivers with integrity. Constant and reliable, we care about every colleague having a fulfilling and positive experience as part of our team. From personal development to career pathways and opportunities, competitive benefits, and being part of a global business, we help every person be the best version of themselves.
Always by your side - driven by excellence - putting people first
This role is a member of the IT Service Desk team within Service Delivery. Following ITIL processes in delivering exemplary services to our customers. Taking full ownership of incidents and requests in the form of Service Management tickets. Ensuring all entered data into tickets is accurate, comprehensive and to the highest of standards. Determined at every opportunity on exceeding customer satisfaction and experience through their journey with service delivery. Executing strong analytical skills couple with systematic checks to rapidly identify and resolve incidents to minimise impact to our customers. Demonstrating exemplary communication skills providing clear expectations in an open, honest, respectful and fair manner.
Incident - Following incident management processes and procedures in the lifecycle of an incident. Executing strong analytical skills couple with systematic checks to rapidly identify and resolve incidents to minimise impact to our customers.
Problem Management - Assist in the identification, information gathering and utilisation of root cause analyses techniques for problem tickets.
Request - Fulfilling request tickets that have either been assigned directly to you, received directly from a user interaction or picked up from the unassigned queue. Providing a first-class service completing requests to high standard, within SLA times, updating the ticket and keeping the customer informed.
Project Work - Taking full ownership for project tasks assigned to you. Keeping both your line manager and project manager regularly updated on progress and any scheduled commitments to
tasks that may impact project tasks, requests and/or incidents. Delivery of agreed tasks within time and scope.
Change Management - Awareness of Change Management.
Office Visits - Maybe required to travel to other offices to provide support.
Working Hours - Work shifts between the hours of 08:00 to 18:00, Monday to Friday, excluding bank holidays. Comfortable working outside of core working hours when necessary to complete the task in hand.
Academic / Professional Qualification/IT Experience
· GCSE/A Level or equivalent
· NVQ IT Level 3/4 or equivalent
Desirable Professional qualifications:
· CompTIA A+/ Network+
· ITIL 3/4
· Customer Services NVQ or equivalent
· MS Win Server OS Win 2008/2012/2016
· IP/Cloud Telephone System
· RDS and Thin Client setup & support
· MS Teams
· Sophos Cloud
Experience of the following in a similar role (min 30 months)
· MS Office365 Support/Troubleshooting
· MS Client OS Support/Troubleshooting
· ServiceNow or similar ITSM Ticketing System
· IT Hardware (computer, monitor, scanner, printer)
· Computer imaging
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