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Service Support Engineer

Salary: £30,000 - £40,000Start date: ASAPLocation: LondonContract type: Permanent

Job description

Cordius are currently hiring for a service support engineer to join a top 60 law firm within London.
The role of the Service Support Engineer (Support Desk) is to provide 1st/2nd line support.

Key responsibilities: 

• Maintain at all times a professional, friendly and customer service based approach in
interactions with customers and internal colleagues.
• Ensure the Service Desk phone is answered at all times within core support hours.
• Escalate to the IT Operations Manager any major or ongoing problems that might affect
business operations.
• Log, update and close all calls received in the call logging system, whether received via
telephone, email or in person.
• Manage all incidents, requests and problems to a high level of customer service ensuring the
needs of the business are given the highest priority in-line with IT policy and procedure.
• Perform 1st & 2nd line fault resolution.
• Assist in 3rd line fault resolution where needed.
• Carryout project work as required whilst adhering to deadlines and priority levels. If in doubt
over competing priorities seek guidance from project management or line management
• Escalate 3rd line support calls via the service desk fault tracking system, where a 1st/2nd
line fix is not possible.

• Cover a shift pattern between Mon-Fri 08:00-19:00 as required.
• Cover an on-call shift pattern Mon-Fri 19:00-08:00 and Sat & Sun 10:00-16:00

Experience required:

• Experience of working in a legal / professional services or financial services environment
supporting all levels of users is desirable
• Knowledge of Windows 10, Office, Exchange, Active Directory, BES, Network technology
Should you feel suitable for the role or wish to pursue similar roles in the area, please don't hesitate to contact Jack at Cordius - Derby on 01332 287766

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