IT Service Desk Engineer

The Service Desk Engineer/Analyst will be responsible for delivering first class service, advice and technical support to our OCI Colleagues. You will be the primary point of contact for our colleagues in relation to any IT incidents or requests either through our ITSM tool, email, telephone or face to face contact. You will look to initially triage the incidents and requests that are received with a view to trying everything you can to resolve the incident or request for our colleagues with a customer obsessed attitude. You will also work closely with 2nd/3rd Level teams across IT to provide valuable information in relation to incidents and problems as well as suggestions to improve service and also where delegated access can be provided to provide first call resolution/first time fix for our colleagues.

Your scope of responsibility

• Providing support to OCI employees primarily in Beaumont but also globally and assisting with remote support globally for hardware and software incidents;
• Monitoring and deliver service incidents requests for the products, platforms and technologies within OCI
• Propose solutions to functional problems;
• Prepare computers, telephones and workstations and onboard new users; Install necessary software and hardware;
• Draft processes and procedure relating to Incident and Problem Management
• Provide support for current and new IT projects;
• Contribute to and maintain the IT Service Operations documentation repository, ensure oversight of supplier documentation where required
• Maintain a high level of customer satisfaction from work performed
• Maintain a high level of communication both written and verbal, which includes service ticket ownership to ensure issues are resolved in their entirety, and the end user is satisfied
• Experienced in resolving end user incidents and requests
• Communicate and collaborate with Service Desk escalation technicians and engineers to solve
• Document time and notes in each service ticket as the work is happening.
• Work with and follow up with vendors and partners concerning their product and service issues
• Using a strong attention to detail, identify opportunities for improvement the client experience to reduce support calls
• Build rapport and elicit issue details from end users
• Troubleshoot and resolve issues following OCI standards and industry best practices
• Support wider IT functions with technical knowledge and experience where required
• Demonstrate a "customer obsessed" mind-set when evaluating solution options and platform improvements.

Operational Management

• Ensuring that phone calls and emails are dealt with promptly to provide the best possible service to the business.
• Logging all tickets for incidents or requests that are reported.
• Ensuring that first line incidents are resolved quickly and efficiently.
• Ensuring that second line incidents are investigated and promptly escalated where required.
• Proactively managing open incidents, working with 2nd and 3rd line teams to gain the fastest resolution based on incident SLA.
• Providing remote support and fixes.
• Providing administrative support to ensure systems are maintained and escalating any resulting issues.
• Maintaining and administering user accounts, ensuring users only have access to what they require in order to fulfil their roles.
• Continuously drive process improvements both team internal and in the wider IT community. Foster a culture of engineering excellence and dynamism, embracing innovation.
• Manage and maintain the following systems/hardware for the organisations IT infrastructure: Microsoft 365 Office tools
• Exchange/OneDrive/Teams/SharePoint/Etc
  • Video Conferencing
  • Security systems
  • Device management
  • Desktops/Laptops/IP Phones/iPhones/iPads

Competencies

• Has a clear focus to deliver results, working to targets, reviewing progress and adapting their plans accordingly, motivating themselves/the team to achieve.
• Understands who their customers are and seeks to exceed their needs, focusing on the importance of safety for both customers and employees.
• Is open to new ways of doing things and questions existing approaches, views change as an opportunity, comfortable working in a dynamic and ambiguous environment.
• Expresses ideas confidently and clearly, builds positive and constructive relationships with others, gets to know colleagues within their own team and supports them to ensure team goals are achieved.

What you Bring to OCI

Formal Education & Certification

• University degree or college diploma in the field of computer science and/or 5 years equivalent work experience.
• ITIL foundation qualification or higher.

 

Knowledge & Experience

• Proven experience in an IT customer service or 1st line support environment is essential
• Good interpersonal and customer service skills, with ability to clearly explain technical concepts and solutions to colleagues and customers who have varying skills and abilities
• Good understanding of business computer and mobile operating systems and desktop software and an interest in learning new technologies.
• Experience of using an IT Service Management (ITSM) tool.
• Ability to work as part of a team to meet SLA targets
• Experience of organising or allocating duties and tasks to team members via a rota system.
• Working knowledge and understanding of IT Information Security fundamentals and requirements within a large organisation.
• Proven experience installing, maintaining, and supporting hardware and software in a Microsoft Windows environment
• Systems administration using Active Directory and Group Policy management
• Sound knowledge of basic networking principles
• Experience using Microsoft Endpoint Manager (ConfigMgr & Intune)

Technical Skills

• Windows 10 & 11
• M365 including Outlook, Exchange, Teams, SharePoint
• Active Directory/Azure AD
• Teams Room Systems
• Shared Drives
• Network Printing
• Android/Apple (iPhones, iPads)
• Network maintenance

OCI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.