The posting
The Service Desk Engineer is the first point of contact for customers, providing efficient, timely, and well-communicated support for break-fix issues and service requests. The goal is to resolve issues on the first attempt or escalate them as needed while maintaining ownership and providing regular updates.
This role supports all Bedroq services and assists with IT issues beyond Bedroq’s scope, acting in the customer’s best interest. The engineer will work directly with clients via remote support (phone/email/messaging) requiring operational experience, independence, and a proactive approach.
- Providing layered illustrations for storyboards, CG sequences, UI elements, online web comics, or game assets
- mocking up in-game screens according to specifications set by the team leads
- Deal with incoming faults in a professional, courteous manner over the phone and via email.
- Take ownership of faults and managing them in a logical and methodical manner.
- Correctly logging incidents and faults, categorising and prioritising them in line with team procedures.
- Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution.
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
- Manage faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Diagnosing and resolving problems to the customers satisfaction.
- Maintain and develop own knowledge and skills to assist with first time fault resolution.
- Identify and escalate repeat issues or service risks into service management teams.
- Sharing knowledge with team colleagues.
- Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational.
- Comfortable communicating with senior stakeholders, leaders and executives.
- Ability to translate technical requirements and discussion into customer outcomes and accurately identify areas of risk.
- Ability to work within a virtual team to achieve a customer centric outcome.
- An enthusiastic, driven, committed and flexible approach to work.
- Solutions driven, confident and friendly approach in dealing with customers.
- Be open to new ideas and have a positive outlook.
- Excellent standard of written and spoken English.
- Must be a team player but also able to work on own initiative with minimum supervision.
- High degree of accuracy and attention to detail.
- Ability to work well to deadlines and under pressure.
- Ability to think logically.
- Good problem-solving skills.
- Keen interest in, and passionate about IT.
- Passionate about providing excellent customer service.
- Able to adapt and use the right blend of appropriate methodologies in order to match the needs of the customer, the business drivers, the timescales and the project itself.
- Prior experience in a customer facing managed service role. In-depth technical knowledge of current and emerging IT technologies including cloud. Able to understand customer needs and to translate IT jargon back to them in an easy to understand format. Experience of operating in virtual team environments. Worked with an enterprise managed cloud provider. Intermediate level user in Microsoft packages especially in Word, Power Point and Excel. Experience in troubleshooting and supporting Microsoft environments (AD, Azure AD, Windows Server, GPO, Windows Desktop, Software Deployment, M365). Experience of backup technologies – configuring and restoring. Basic networking knowledge – firewalls, LAN configuration, troubleshooting, etc.
Information Security Responsibilities:
- Maintain the confidentiality, integrity and availability of Bedroq data and assets.
- Design, communication, approval, maintenance and continual improvement of processes and procedures appropriate to the service delivery teams (Engineering, PMO, service desk).
- Ensure the accurate categorisation of security incidents and follow the appropriate processes for the recording and escalation of potential breaches
- Ensure Bedroq's commitment to meeting its business and security objectives.
Additional Responsibilities:
- Flexibility is required in order to adjust responsibilities as required from time to time by the customer and colleagues.
- This role will be required to handle confidential information and/or sensitive data in a professional manner and in line with existing Company processes and policies.
