Service Desk Engineer - Glasgow

Service Desk Support Engineer

Career Level: Senior Analyst

Location: Glasgow

Travel/Mobility Requirement: Flexibility to travel to client site where required

Responsibilities

• Delivering high quality IT support service in line with targeted SLA's with professional ticket handling in the company's CRM system and excellent communication with end-users. Ability to work under pressure in a fast‑paced environment.
• Possess strong customer service, analytical, and problem resolution skills.
• Strong communication skills; Excellent English (Written and spoken).
• Ability to be empathic and sympathetic to our users.
• Capturing all interactions and ticket resolutions within our ticketing system ServiceNow to aid trending and continual service improvements.
• Categorising tickets based on ITIL principles (Incidents and Service Requests).
• Taking ownership of customer ...

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