Enterprise Service Desk Engineer

29 Nov 2016
07 Dec 2016
Contract Type
Full Time

Enterprise Service Desk Engineer

GCI is one of the UK's leading Managed Service Providers, helping organisations evolve from traditional technology environments.

We currently have an exciting opportunity for a talented individual to join our Lincoln office as an Enterprise service engineer.

The successful candidate will be responsible for providing first line support to our customer base covering a large product portfolio. You will be the first and single point of contact into the GCI Service Desk for all supported products across the product pillars which include, Networks, Voice, Data Centre operations, Hosted Cloud and managed IT services. You will be responding to all incoming calls and emails ensuring incoming incidents are logged accurately and that sufficient information is recorded in the relevant incident logging software. You will ensure that all cases owned are resolved in accordance to the agreed Service Level Agreement (SLA) delivering outstanding customer service standards by answering all calls and emails promptly, remaining courteous and professional at all times.

Experience and qualifications required:

  • A minimum of 3 years' experience in a customer service role is desirable
  • Experience in a technical telecoms role is desirable, voice and data background would be an advantage
  • Level 3 or above IT apprenticeship desirable
  • Level 3 or above customer service apprenticeship desirable.
  • ITILv3 Foundation desirable
  • CCNA would be an advantage
  • CSE would be an advantage

Personal traits:

  • Generates ideas to improve processes
  • Well organised and able to multi-task
  • Able to work to targets
  • Takes pride in personal development
  • Clear communicator, both verbally and in writing
  • Ability to work under pressure in a fast paced work environment

The role is 37.5 hours Monday to Friday.  In return GCI can offer you a competitive salary and benefits package. The latter includes 22 days' holiday plus bank holidays, Westfield Health care cover, childcare vouchers, retail discount scheme, and a monthly employee recognition scheme.

If you are interested in the role and match the above criteria, then please apply online or visit our careers website: http://www.gcicom.net/careers/