The service desk is an integral part of the GBE Converge business. The aim is to provide excellent customer service at all times and resolve all customer incidents raised. Therefore, accurate and detailed analysis is required, as well as solid IT technical skills.
The appointed 3rd line engineer will be required to provide remote, onsite and workshop IT support to GBE Converge customers. To provide solution and support service design with the assistance of Technical Architect, Technical Operations Manager and Solution Architect. Develop supportable solutions for GBE Converge customers and work with the Technology service team to ensure systems and support are completed to an excellent standard.
Duties and Responsibilities
KPIs and Measures
As part of the company’s compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality and ISO14001 for Environmental, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:
The typical working environment will be office locations either at GBE Converge office or customer offices. However, there will be times when you will be expected to work at building sites, dock yards, retail shops, outdoor sites and care facilities.
The role requires that they will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours’ support contracts as defined by the Technical Operations Manager
The job requires that the engineer is able to lift and move typical IT equipment (PC’s and Laptops) from floor to desk regularly. Long periods of working in front of a VDU with regular breaks is common. Occasionally you may be required to travel long journeys to complete customer support, installation or project task.