Service Desk Engineer

At NAVISITE - Part of Accenture, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Navisite is looking for an experienced Help Desk engineer to join our expanding team and work from our Glasgow based office. This role is offered primarily as an office-based role. 

This role will be support of one of our clients who are based in London.

To be considered for this role you should have at least 3 years’ experience within a similar role. 

Responsibilities:

•Provide high quality remote support to our users.

•Ability to work under pressure in a fast-paced environment. 

•Possess Strong customer service, analytical, and problem resolution skills.

•Strong communication skills; Excellent English (Written and spoken).

•Ability to be empathic and sympathetic to our users.

•Capturing all interactions and ticket resolutions within our ticketing system Service now to aid trending and continual service improvements.

•Categorizing tickets based on ITIL principles (Incidents and Service Requests)

•Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.

•Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.

•Looking to resolve a high volume of calls at first point of contact.

•Escalate tickets to our deskside support team where a remote resolution is not possible. 

•Follow high severity and Major incident procedures. 

•Collecting necessary information to escalate tickets to the relevant support teams when necessary. 

•Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.

The following areas of experience are not essential, but are desirable experience for this role;

•Knowledge of Insurance market Applications such as AIMS,DAM,Atlas,Cascade,Crystal or SSO LIMOSS, Lexis Nexsis.

•Working for an organization within the Insurance Sector.

•Analytical application knowledge working with PowerBI, Qlik or Qlik View.

•Experience of working with financial platforms Sage and TruPay.

•Working knowledge of the project management platform Monday.com.

•Manage Engine suite knowledge ( AD Management, Vulnerability Manager, Patch Manager ).

•Mimecast administration knowledge.

•Microsoft Certifications.

Essential Technologies:

•Knowledge of AD, Azure AD, Intune, Autopilot Managed Engine, Office365, Exchange, Exchange Online, Power automate and SharePoint.

•Working knowledge of Service Now, Adobe products and DocuSign

•Knowledge of supporting Windows based and Mac Devices.