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Service Desk Engineer - Glasgow

Accenture, Blythswood New Town, Glasgow City

Service Desk Engineer - Glasgow

Salary not available. View on company website.

Accenture, Blythswood New Town, Glasgow City

  • Full time
  • Permanent
  • Remote working

Posted 6 days ago, 6 Jul | Get your application in now to be included in the first week's applications.

Closing date: Closing date not specified

Job ref: f5ad8e9e9c734e44a9d695d1ea6180b0

Location ref: Blythswood New Town, Glasgow City

Full Job Description

  • Taking ownership of customer issues ensuring the tickets are resolved within a timely manner.
  • Troubleshooting issues remotely which may include issues with, Laptops, Desktops, Macs, Monitors, Docking stations, Mobile Phones and Printers.
  • Responsible for daily activity management including activities covering: Backup services, raising/resolving issues with the backup jobs.
  • Looking to resolve a high volume of calls at first point of contact.
  • Escalate tickets to our deskside support teams where a remote resolution is not possible.
  • Reviewing and implementing user, server and network change requests.
  • Follow high severity and Major incident procedures.
  • Collecting necessary information to escalate tickets to the relevant support teams when necessary.
  • Contribute to the Knowledge-base when new work instruction or fixes are identified. in our ticketing tool to be customer specific or generic.
  • Familiar with Intune device management.

    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 Service now to aid trending and continual service improvements.
  • Categorizing tickets based on ITIL principles (Incidents and Service Requests), Good technical understanding and experience.
  • Able to cope with multiple problems in a calm and professional manner.
  • Knowledge of TCP/IP networking and troubleshooting (IP addressing, DHCP, DNS).
  • Good verbal communication skills.
  • Work well in a team and enjoy helping others.
  • Friendly and approachable.
  • Precision, professionalism, perfectionism, flexibility, passion for new technologies and a pragmatic approach.
  • Flexibility in working hours is vital to this position: You will be required to work in a rotating shift pattern.
  • Travel to customer sites in UK and Ireland is required.
    • Desirable
  • Working knowledge of ITIL processes.
  • Knowledge of Microsoft Office 365, Active Directory, Exchange Server, PC / Server

    Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
    • We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO, At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! Flexibility and mobility are required to deliver this role as there may be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for. About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Direct job link

https://www.s1jobs.com/job/service-desk-engineer-glasgow-127076492