ISDM SOLUTIONS – 1st Line Service Desk

Reports to: Head of Service Delivery 

Salary: £20,500 – £23,000

Location: Halifax, United Kingdom

As a member of our Global Technical Operations Team reporting to the Service Desk Lead, the 1st Line Service Desk will provide day-to-day break fix engineering services to our managed service customers based across the UK, Ireland, Europe and USA.

SPECIFIC ACCOUNTABILITIES

SERVICE DELIVERY

• Provide technical support, answering support queries via the telephone, webchat, over video calls, using remote desktop tools and attendance at customer sites.
• Ensure the management of VC and AV cases end to end, communicating with customers and keeping service manager up to date via email and case updates.
• Ensure all cases are logged on Alemba Service Manager, ensuring that detailed information is inputted, and cases are kept up to date with actions and next steps noted.
• Carry out onsite/remote triage to assess faults/issues, devising a resolution based on triage and actioning next steps to ensure that the fault/issue is resolved.
• Escalate cases to the next level of engineer where appropriate.
• Champion and always demonstrate excellent customer service.
• Complete scheduled preventative maintenance visits, morning tests and monitor problematic/high priority rooms.
• Arrange for external technical support where problems cannot be resolved in house.

COMMUNICATION

• Ensure any work not completed upon your finish to the day is discussed with colleagues.
• When required attend internal meetings to discuss fault cases.
• Liaise with internal and external stakeholders and distribute relevant communication items within set timescales.
• Ability to communicate to a high standard in English both written and verbally.

QUALITY MANAGEMENT

• Contribute to the success of the department and assist in improving the overall customer experience within the team by suggesting and delivering improvements to the service.

SKILLS REQUIRED

• Minimum 6 months support experience at a 1st line level.
• Ability to understand CAD drawing cable schematics, solution specifications and designs.
• An aptitude for both efficient and accurate working with excellent attention to detail.
• The ability to multi-task whilst prioritising workloads.

• Strong communication skills, both written and face to face and the ability to generate strong and lasting customer relationships.
• Excellent analytical and troubleshooting skills for problem resolution.
• Must have full clean driving license (this can be discussed if no licence), criminal records and successfully pass a drug test.
• Microsoft Office proficient (Outlook, Excel, Word etc).
• Able to read and write basic English and compute basic math functions.
• Travel will be required within the UK.

DESIRABLE SKILLS

• Strong AV/VC industry background providing ongoing managed services.
• Experience in using a ITSM/Ticketing system such as Service Now, Remedy, ASM.
• Microsoft Teams Knowledge

To apply send through your CV to HR@isdmsolutions.com

We are committed to equal opportunities regardless of race, colour, sex, sexual orientation, age, disability, gender identity or any other protected characteristic.