IT Service Desk Engineer
# IT Service Desk Engineer **QA** · Slough · `On-site` 🕒 **Статус:** *Опубликовано: 12 дней назад* · *Источник: Indeed* --- ### About the Role - Careers Site Advertising End Date Advertising End Date: 08 Oct 2026 - Internal Advertising End Date Internal Advertising End Date: 08 Oct 2026 - Vacancy Type Permanent - Advertising Salary Salary Details: none - Business Area Business Area QA - Function Function IT - About The Role - What you’ll be doing? 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, chat, 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. KPIs and SLAs - Maintain over 95% of tickets resolved within SLA - Daily target of 30 resolved tickets About You Core - Results Driven - Taking Ownership - Collaboration - Continuous Learning Role Specific - Analytical Thinking - Customer Focus Your Experience - 1 year IT Service Desk experience required – specifically supporting users remotely. - Supporting Microsoft operating systems, Microsoft office applications, computer hardware, printers and bespoke applications Your Knowledge - 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. - Solid understanding and experience of Active Directory and supporting bespoke applications. Your Qualifications - ITIL or a MCP certification (Not essential) - Good GCSE’s – A to C What you’ll bring to QA - Passionate for customer service and IT - Eagerness to learn - About Us - Wellbeing & benefits Your wellbeing matters to us. That’s why we offer benefits designed to help you recharge and thrive, including: - 27 days Annual Leave (4 days used for the festive closure) plus Bank Holidays - Holiday Buying scheme - Medicash plan, Wellhub, Cycle to Work scheme - Private Medical Insurance at corporate rates - Employee Assistance Programme - Employee Discounts Benefit Hub - 3 Development days - 2 Charity days per year - Pension Scheme - Early Friday Finish at 4pm Personal growth Learning and opportunity is at the core of what we do - and that applies to you too! You’ll have the unique opportunity to develop your skills on our QA authored courses in the latest tech (you’ll get 3 training days/year to do this). You can also delve deep into our world-class digital learning content on a variety of tech and business topics. Or perhaps you’d like to enrol on a Degree or Masters programme to enhance your skillset or learn new things. Our people As a Disability Confident Employer, we guarantee that all applicants with a disability who meet the role criteria will progress to the next stage of the process. Please let us know if you require any reasonable adjustments. 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 in the last 3 years. Our Mission We teach the critical AI, technology, digital and Human skills needed to transform and succeed in a changing world. We do this through tailored learning programmes that connect learning across an organisation, create continuity for learners, and feature collaborative, cohort-based modalities to apply skills at pace and at scale. Our unique end-to-end learning solutions draw from deep expertise across Apprenticeships, Instructor-led training, Self-paced Learning and Blended Learning. You can find out more about us at https://www.qa.com/about/careers/
Наблюдалась 2026-10-07, впервые 2026-09-24, найдена на 2 площадках, источник — Indeed.