Service Desk Engineer - 1st Line & Intel Support - Intel Operator

InterCity Partners
Milton Keynes
33000.00 GBP Annual + Bonus and Benefits
04 May 2021
06 May 2021
IT, IT Support
Contract Type
Full Time

Service Desk Engineer - 1st Line & Intel Support - Intel Operator

An exciting opportunity arises for an Intel Service Desk Engineer to join one of the fastest growing IT organisations based in the UK. This organisation are at the top of their game and are growing rapidly. This person will want to get their hands dirty and really show they are looking for a long career in IT.

Job summary

To provide Intel Level 1 support for all internal and external customer requests ensuring the delivery of exceptional service to our customers 24/7. To contact customers on 1st level response. Managing the daily operational tasks for our Managed Service customers, including incident, change and request. Monitoring alerts, raising calls and resolving tickets in a timely manner or escalate where necessary to 2nd line.


A technical team to provide 1st line customer support 24 hours a day. To primarily provide level 1 Intel technical support and work as part of a team providing 24/7 Intel Level one cover. To provide out of hours 1st line support for Networks, Unix, Itheon team escalating to the necessary resolver group. To develop Intel technical skills working alongside the Intel Team. To identify automation opportunities within the Intel Operational team. To provide support handling customer emails raising incidents, changes and requests for managed Service Desk function 24x7.

Key result areas

To be able to proactively resolve 1st level incidents. Ensure processes and procedures are followed at all times to deliver robust exceptional service to all customers. To pass incident tickets not resolved within the given time frame effectively to senior Intel team. To establish and maintain high levels of call ownership. To manage and progress all calls to a satisfactory conclusion, using the call management system, ensuring that appropriate parties are kept up to date on call progress. To understand customer business requirements and to facilitate the provision of Exceptional customer service.