Service Engineer - 1st Line Support & 2nd Line Support

A major central gov ernment organisation require a Service Engineer to join them on a 3 month contract, working out of central London 5 days a week.

Key Responsibilities
* Provides excellent, professional, frontline customer service through the provision of ICT advice and support:
o Via phone, email and tickets through the Parliamentary 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 Parliamentary 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.
Version 2.5
* Provides a highly effective interface between PDS, users and service providers, acting professionally at all times and delivering excellent customer service with a commitment to exceed expectations.
* Develops and maintains good working relationships with internal/external customers and members of staff and manages customer and technical issues with a genuine sense of urgency.
* Provides first- and second-line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning and updating incidents and requests for service.
* Applies excellent analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workarounds where timely fixes are not possible.
* Provides support for the introduction, change and removal of services (through projects and business-as-usual) and works with the online services team to create & amend customer-facing (and internal) knowledge base and self-sufficiency material.
* Contributes actively to Continual Service Improvement, including:
* Identifying trends in patterns of incidents and utilising problem management to drive down incident volumes.
* Identifying trends in requests, and documenting recommendations for more efficient or effective self-service/automation/request fulfilment
* Coaches less senior staff and new staff in own areas of expertise and other aspects of role to assist in their ongoing development.
* Takes responsibility for own performance and the achievement of set targets (both quantitative and qualitative).
* Will be required to undertake network patching duties in SDP's.