L1 Technical Service Engineer (SC Cleared)
We have an exciting job opportunity for role L1 Service Desk Analyst based in Leeds, UK (weekly 2 days onsite) Job Type : Contract (inside IR 35) Note: Need Active SC Clearence Candidates Job Description: Job Summary: We are looking for a motivated and skilled L1 Technical Service Desk Engineer to join our team. In this role, you will be responsible for providing onsite service and support to our customers. As part of the Technical Service Desk, you will act as the first point of contact for all technical queries and issues, providing Level 1 Support. You will investigate, diagnose, and resolve alerts and incidents, and manage a variety of Cases from members of the public, Reliant Parties (onboarded services from other Government departments, and Suppliers ensuring a high-quality service that aligns with our business goals. Key Responsibilities: Update support call documentation within the Service Desk management system, ensuring accurate incident details and history. Work within agreed Service Desk procedures at all times. Resolve user requests in accordance with service level agreements. Own issues until they are mitigated, resolved, or transferred to a new owner. Stay informed about new products and services used in customer deployments. Produce relevant training documentation. Achieve KPIs to ensure service quality and support Mastek's service management. Demonstrate knowledge of specific technologies and develop technical expertise across supported services. Resolve user requests, providing clear and concise updates. Maintain confidentiality per data protection policies and procedures. Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes. Focus on customer satisfaction by demonstrating empathy and going the extra mile. Undertake other duties as required by the manager. Role Requirements: 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. Please share Updated CV at shameena@Lsarecruit.co.uk