We are seeking a skilled IT professional to join our team as a Service Desk Engineer in Newcastle.
Job Summary
This is an entry-level, full-time role within the Information Technology department of a leading newspaper publishing organization.
Key Responsibilities
* Serve as the primary point of contact for customers requiring technical assistance over the phone or email.
* Perform remote troubleshooting through diagnostic techniques and relevant questioning.
* Determine the most suitable solution based on the issue and details provided by customers.
* Walk the customer through the problem-solving process.
* Redirect unresolved issues to the next level of support personnel.
* Provide accurate information on products or services.
* Record events and problems and their resolution in logs.
* Follow-up and update customer status and information.
* Pass on any feedback or suggestions from customers to the appropriate internal team.
* Identify and suggest possible improvements on procedures.
Requirements
* Proven experience as a help desk technician or in another customer support role.
* Experience with Active Directory, ServiceNow and Citrix.
* Familiarity with various systems across Network, Telephony, Unified Communications and Cloud.
* Able to diagnose and resolve basic technical issues.
* Proficiency in English and excellent communication skills, written and verbal.
* Customer-focused, able to work independently and under pressure.