Our client, an esteemed organisation in the Public Sector, is actively searching for Service Engineers (onsite) to support their dynamic team on a contract basis. This role requires a committed individual who can contribute to enhancing service delivery standards within the digital domain of governmental operations.

• Key Responsibilities

  • Provides excellent, professional, frontline customer service through the provision of ICT advice and support: o Via phone, email and tickets through the Digital Support Desk
  • o In person in the Commons and Lords Digital Service drop-in centres
  • o In person at users' places of work
  • Combines excellent business and technical knowledge to understand customers' issues and needs within the context of business and provides the most appropriate advice and support to customers on ICT matters.
  • Proactively provides advice and information on ICT services relevant to customers' business areas, to enable them to gain enhanced benefits from their ICT; clearly communicates on updates, known errors and FAQs, using (and referring users to) relevant knowledge base articles; explains technical information to users in non-technical terms.
  • Provides floor-walking, coaching and advice to help users make more effective use of their ICT products and services, and to select suitable hardware or software to meet their needs.

• Proven competency in managing and servicing digital systems within the public or a similar sector

• 1st & 2nd Line Operations Experience

  Knowledge of Service Desk processes and procedures, and ability to ensure they are followed correctly.

  Personal Organisation

  Organisational and time management skills with the ability to proactively manage personal workload, while taking full ownership of tickets through to resolution.

  Performance Management

  Ability to supervise, motivate, answer queries, lead and support a diverse team of staff in a fast-paced environment working calmly and efficiently under pressure.

  Technical Experience

  Excellent technical knowledge of enterprise level computing including common hardware, hardware build processes, supported operating systems, software and office productivity tools. Including Mac devices

  Customer Service

  Ability to engage with ICT users to deliver excellent advice, technical support and solutions through a variety of methods, including coaching.

  Technical Proficiencies

  Microsoft Windows

  Apple Mac OS

  Microsoft Office 365

Must be a British citizen / able to go through security vetting