Service Desk Engineer - West Midlands Fire and Rescue Service
Posted 7 days ago by National Fire Chiefs Council Limited.
Overview
West Midlands Fire Service (WMFS) is the second largest fire and rescue service in England, serving an area of 902km square and a population of more than 2.9 million people.
Our vision is 'Making the West Midlands safer, stronger and healthier'.
This vision and the strategic goals outlined in 'Our Strategy' are what drives the people, professionalism and pride with which we serve our communities.
We have an exciting opportunity for a Service Desk Engineer to join our team and work alongside colleagues in the Service Operations team.
This first line role will be based at our headquarters in Birmingham, but will offer some flexible working.You will need to be a fast learner and show great initiative to develop the knowledge moving forwards to support our end-users.
You will need to be experienced in providing support to users in an Office 365 environment. In addition, you should have significant experience of supporting users with Windows 10/11.
Responsibilities
take ownership of user incidents and service requests to successful resolution, with emphasis on service delivery
acknowledge, triage and manage service contacts received via multiple contact channels
ensure that all contacts received by Service Desk are recorded within the dedicated ITSM software tool
contribute to the 'Problem Management' process within Service Operations, ensuring that reoccurring incidents are identified in the incident management process and appropriately passed through to Problem Management
liaise with second line support teams to identify resolution for incident and service requests. Where appropriate, reassign tickets to second line for technical resolution
liaise with third party providers to ensure incidents are resolved in line with their Service Level Agreement
manage and deliver key service rollouts/upgrades of hardware and software.
Experience and skills
knowledge of supporting Microsoft Operating systems, Windows 10/11
knowledge of supporting Office 365
ability to produce both technical and user documentation
self-motivated and conscientious, with excellent attention to detail
a can-do, proactive attitude with a passion for delivering excellent service delivery
able to work flexible hours on a shift rota basis, often supporting short notice changes
problem solving - ability to listen and analyse information, to facilitate technical solutions
ability to work proactively in a customer-focused team
ability to work in a fast-paced, pressured environment with minimal supervision.
experience of using cloud-based automatic call distribution systems
ability to manage calls in line with established Service Level Agreements
proactive in analysing trends, to identify root causes and solutions
experience in an IT support or customer service environment
Our jobs attract over 15,000 page views per month. You can advertise a job on the NFCC website for 30 days
Members of NFCC can advertise jobs for FREE