Junior Incident Engineer

Junior Incident Engineer
Rate: £ 250 - £320 per day - Umbrella only
Duration: 6 months Likely to extend)
Location: Glasglow - hybrid

Job Description:
Will contribute to the Service Desks commitment of providing 1st line IT support. Providing support and visibility to our users and joining a team of analysts responding to and resolving requests for technical support and fulfilling service requests logged via our self-service ITSM tool.

Key Responsibilities:

Assist colleagues in their day-to-day role providing support.
Resolve incidents for SLC and approved third party employees by first time fix while recording details on ITSM tool.
Complete Service Requests (including password resets).
Handle incident tickets from SLC and third-party employees; including contacting by phone when necessary.
Create, administer and remove account access for SLC and third-party employees under the Joiner, Mover, Leaver process.
Assist with documents for internal processes, following ITIL recommended standards.
Assist with maintaining and creating work instructions of existing and new tasks.
Create documentation/Knowledge of first-time fixes for end users.
Always ensure a high level of customer satisfaction.
Escalate unresolved incidents to second line support via the Incident Management process when appropriate.
Assist with user account management and access control.
Ensure that all relevant details are recorded in the relevant location during an Incidents lifecycle.
Take ownership, where possible, of lower impact priority incidents.
Manage your own workload and any additional relevant tasks, determined required by IT Management.
Required skill/ experience

Excellent attention to detail
Great interpersonal skills
Strong general IT knowledge and experience
Excellent analytical and problem-solving skills.
Demonstrated customer service experience with excellent written and verbal communication skills.
Capable of taking proactive actions and showing strong initiative.
Ability to work effectively both independently and within a team environment.
Knowledge of Microsoft Office suite of applications and SLC Core Applications.
Experience of working with SLA's and KPI's.
Good level of education including Maths and English at standard grade level or above.

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