IT Service Desk Engineer

You will provide 1st line support to internal and external customers. Being the first point of contact, you will to take responsibility for faults and work requests, and proactively seek resolutions for customers while keeping them informed of progress.

Key Responsibilities

• Adopt ITIL best practice, to handle incoming incidents or requests to the Service Desk via: telephone, email or end-user portal to ensure courteous, timely and effective resolution of end user issues
• Escalate incidents where required to 2nd and 3rd line teams.
• Display excellent customer service and maintain outstanding customer satisfaction levels
• Record end user identification information
• Record incident details with a high level of accuracy
• Carry out initial analysis on incidents and requests to assess appropriate next steps
• Prioritise, schedule and escalate incidents as and when required

Experience and Skills

• IT Service Desk experience required - specifically supporting users remotely
• Supporting Microsoft operating systems, Microsoft office applications, computer hardware, printers and bespoke applications.
• A good understanding of using ITSM (ticketing) tools along with working with SLA/KPI targets.
• Deep knowledge of Microsoft-based operating systems with emphasis on Windows 8/10 and Office 2016.
• Understanding and experience of Active Directory and supporting bespoke applications.

What We'll Do For You!

Taking time for ourselves is so important these days which is why we dedicate some of our benefits to support your health & wellbeing. These include:27 days holidayeach year,holiday buying scheme, Medicash plan, Gympass, Cycle to Work scheme, Employee Assistance Programme,and 2 days per yearcharity leave.

How we'll help with finance matters

In addition topension, group income protection and life assurance, QA are offering you anannual pay review, access to ouremployee discounts benefit hubwith hundreds of deals and savings on goods and experiences,season ticket loan, tech scheme and an employee referral scheme.

A little about QA
At QA, we believe the future belongs to organisations that are able to learn, master and apply new skills at pace and scale. As the largest tech training company in the UK and the fastest-growing in the US, we partner with 96% of the FTSE and most of the Fortune 500. We have served over 4,000 customers and 1+ million learners since 1985.

We believe skills alone aren't enough, but need to be applied back to the business in order to effect change. We do this through tailored learning programmes that connect learning across an organisation's siloes, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solution draws from deep expertise across apprenticeships and instructor-led training,and self-paced learning.

QA is headquartered in London and New York. Learn more at
If this is what you're looking for, here are the next steps:
Hit the apply button and register on our QA website to fill out our quick and easy application form.

Vacancy location Location

London, London, London (International House)