Service Desk Engineer

Job Ref
£30k - £50k depending on experience
Full Time

More details

Kortext is a leading eTextbook provider, serving universities globally. We are recruiting a Service Desk Engineer to provide support and expertise to our internal teams across the business.

Kortext has seen significant growth in the last 12 months and this role is key to driving our expansion by continuing to build on this success. The ideal candidate is an experienced service desk engineer capable of providing 1st line and 2nd line support alongside some infrastructure project work. Reporting to the IT Operations Director this role will be key in ensuring:

Key Responsibilities
• Provide remote and in person end user support on various IT software’s including MS Office Suite and Salesforce Service Cloud using a service desk ticketing system
• Administer user access and configuration of new employee set-up
• Triage, solve or escalate internal client issues within agreed timeframes
• Be accountable for customer satisfaction of delivery of services, responses to request, and escalation management
• Perform day to day system administration of client environments, including but not limited to system monitoring, troubleshooting, and capacity management
• Assist operations staff with inventory management, hardware distribution and maintenance
• Provide support to the IT Projects team and Development team where required
• Keep our data secure and ensure its storage is compliant with data protection rules and regulations
• Embody the company values of Passionate, Pioneering, Persistent and Personable

Education & Experience
• Bsc/BA in Computer Science, Engineering or significant industry experience
• Demonstratable experience in a service desk position supporting customers in a fast paced environment
• Working knowledge of key IT applications including Office 365, Salesforce (preferred)
• Capable of building effective working relationships with internal and external stakeholders at all levels
• Maintain a general knowledge of company's software functionality and comprehension of licensing strategies
• Some experience of firewall, VLAN and ACL configuration, wireless and troubleshooting
• A background in supporting a fast growing business is preferred
• Strong project management and organizational skills.

Personal Characteristics
• Proven abilities to take initiative and be innovative
• Self-motivated with the ability to manage projects independently to completion
• Analytical mind with a problem-solving aptitude
• Committed to excellence and capable of making tough decisions where necessary
• Experience of planning, managing and effectively executing complex projects

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