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Shared Service Engineer

London and South East, UK | £40,000 - £60,000 per annum
  • Job ref:EY - 21/10/2019_1571650281
  • Sector:Engineering
  • Job type:Permanent

Consultant

Genesis Associates Tel: Email: eyeamans@genesisassociates.co.uk Contact Genesis on Linkedin
JOB TITLE: Shared Service Engineer - Central Government
CHANNEL: Operations\Government Shared Service

DIMENSIONS:
1. Employees - N/A
2. Payroll Op Expenses - N/A
3. Budget - N/A
4. Main Contacts - Govt Operations Lead, Shared Service Operations Manager, Operations Director.
5. Specialist Knowledge - Avaya UC specialist, IT competent and good MS skills
7. Work Location: Westminster
8. Salary/Package: £60-75K

MAIN RESPONSIBILITIES: Full support will be given to help you deliver each of these points highlighted:
1. To ensure an excellent Service Delivery experience for customers and to maintain contracted SLA's
2. Management of tickets and associated SLA's and ensure Operating Procedures are being maintained.
3. Incident Management including incident resolution and customer liaison.
4. Change Management including change execution and third party liaison.
5. Release Management including patching recommendations and execution.
6. Problem Management including root-cause analysis and records upkeep.
7. User account creation bulk and individual.
8. Telephone support for third party helpdesk engineers.
Project delivery and Prestaging participation; including development of applications and infrastructure solutions and installation at customer premises as required.

KEY COMPETENCIES:
1. Planning (vital for the role, to have good organisational skills).
2. Technical/Problem Solving (you need to demonstrate ways to overcome challenges).
3. Interpersonal Skills (this is a given as the job is communication focused).
4. Documentation (strong written skills for update and reporting).
5. Team work. (You will be working as part of a multi-skilled tight knit team, engaging colleagues to overcome multi-disciplinary challenges)

Detailed Responsibilities:
Provide Service Desk facilities: This incorporates answering the telephone to customers and recording tickets in the ANTENNA Ticketing System. You should conduct yourself professionally and politely at all times, ensuring that customer needs are understood and that you exhibit the necessary concern and urgency appropriate to the issue. Tickets should be responded to within the target and contractual SLA targets recorded within the ticketing system, notwithstanding that customer impact should be considered at all times when prioritising tickets to ensure customer satisfaction is maintained at a high level. If you are in any doubt, please consult with a member of the management team. Tickets will also be raised by remote monitoring systems and by customer sending emails. It is critical that remote alarms are investigated quickly to assess the impact on the customer to ensure that you contact the customer quickly to ensure that their reasonable expectations of their remote monitoring investment are met. Where a ticket is raised based on an incoming email, communication by phone or email should effective to ensure that customers feel their issue is being properly handled in order to maintain high levels of customer satisfaction.
You should gather and record good quality information in the ticket record to ensure that the issue can be progressed effectively by other members of the engineering team and on review the record gives a reasonably complete history of the issue. When a ticket is closed it is essential that you always record the basis for the closure. E.g. "root-cause analysis identified as faulty handset".
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