L1 Service Desk Engineer

Role Requirements: Experience / Education: • SC eligible • ITIL V4 Certification desirable; ITIL V4 training preferred. • Proven experience in an IT/Application Support helpdesk, providing direct user support. • Advocate of ITIL best practice processes. • Experience in a customer-facing environment. • Experience in fault finding and improving first-time fix ratios. Key Generic Competencies: • Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations. • Strong organizational, time management, and work prioritization skills. • Ability to work independently and take initiative. • Creative problem-solving skills. • Ability to accurately record detailed information and engage with customers for additional information as needed. • Commitment to maintaining high-quality standards. • Customer-focused with a flexible approach to business requirements. • Ability to work collaboratively as part of a team. • Fluent in written and spoken English.