Service Desk Engineer, London

Brand:
Ascential Group
Job function:
IT/Technology
Job type:
Perm Full Time
Location:
London, UK
Salary:
£ 0 - 0
Job ref:
JA-115-2
Close date:
07 September 2018
Role Overview
This role is part of the Service Delivery team responsible for providing support to all of our business functions. 

The role of Service Desk Engineer is Delivering 1st/2nd line software and hardware support as an on-site presence across our London offices and for remote users globally.

Key Accountabilities
  • Resolving or fulfilling all incoming interactions from users in person, on the phone and via e-mail in a 70/30 Windows/Mac OS based environment
  • Ensuring all interactions with users are logged and managed throughout the ticket lifecycle in line with the SLAs agreed with the organisation
  • Managing on-site IT build rooms and the associated equipment including maintaining and repairing laptops as required
  • Contributing to the meeting of key performance indicator metrics outlined by the UK Service Manager
  • Building and configuring both Windows and Mac OS hardware through relevant automation platforms
  • Handling inbound telephone calls to the Service Desk as required.
  • Liaising with relevant 3rd line departments to resolve more complex technical issues where required
  • Sharing knowledge with both technical members of staff and end users through the creation of documentation as per agreed templates
  • Maintaining and developing own technical knowledge and skills through utilising online training platform
  • Identifying and escalating repeat issues to increase first time fault resolution
  • Supporting user audio/visual meetings
  • Enforcing all IT security policies, reporting any breaches or risks to the Security Management team appropriately
  • Sharing responsibility of covering weekends on call with rest of the team.
    Essential
  • Extremely personable, able to communicate effectively with users at all levels of the organisation via various communication methods
  • Problem solver, demonstrate a logical approach to problem solving
  • Genuinely enthusiastic, remaining positive in challenging situations
  • Thirsty for knowledge, looking to develop and improve own skills
  • Excellent communicator, able to present complex technology information clearly and concisely, adapting communication style as required
  • Agile, able to react and adapt to varied situations in a calm and efficient manner
  • Attention to detail, along with a focus on deliverables
  • Team player, able to work effectively as part of a team which is spread out globally with varying workload and pressures

Ascential’s Supporting Beliefs  
  • FOCUS - we ruthlessly prioritise and always keep things simple
  • ALL IN - once we commit we deliver, with a clear focus on outcome
  • TRUSTWORTHINESS, TRANSPARENCY & OPENNESS - transparency inspires trust …and empowers
  • BE CREATIVE – we are smart, pro-active innovators
  • FACTS- we always use data & insight to inform our work
  • EMPATHY – we can be relied upon for fairness and consideration
  • NO SILOS - one team, one face, one reputation

About Ascential
Ascential is a global business-to-business information company that informs and connects the business world in 150 countries through market-leading Exhibitions & Festivals and Information Services.
 
Our focused portfolio of premium brands includes the prestigious Cannes Lions festival for the branded communications industry, the world's premier payments and financial services congress Money20/20, Spring Fair/Autumn Fair, the global fashion trend forecasting service WGSN, environmental risk data business Groundsure, e-commerce analytics provider One Click Retail and advisory and business services firm, MediaLink. 

Check out our incredible portfolio:
https://vimeo.com/235733183/8ae34959e6