Senior Desk Escalation Engineer (Senior Service Desk) Jobs in London, United Kingdom

The Service Desk Escalation Engineer role is placed within the Technology, Service Desk team with the primary objectives to provide 1st and 2nd line technical support for all departmental IT applications, business services and end-user computing, and to drive improvements to the user facing services we offer. The candidate will also work closely with the Service Desk Manager, providing support and assistance as we work jointly towards achieving goals and objectives. As the Service Desk team is the first point of contact for all Technology related queries, it is imperative that the support provided by the role holder, and general customer services are excellent. In addition to excellent interpersonal skills, solid, all-round technical knowledge, understanding of the ITSM related processes as well as exposure to project management will be key to succeed in this role.RequirementsEssential Skills / Experience:Minimum 3 years’ experience in similar role, supporting corporate business, accustomed to corporate environmentsExperience of service desk system ServiceNowExcellent interpersonal skills, can-do attitude, focussing on customer satisfactionAct as escalation point for 1st line support, providing guidance, training and technical assistanceAct as trusted deputy to the Service Desk Manager, facilitating project plans/execution and achieving strategic objectivesParticipate in and management of the on-call rota for the team

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