Service Desk Engineer

Job content

Job Purpose

Working as part of the Global Service Management Team this role will have specific responsibility for the effective management and improvement of the Incident Management and Service Request Processes

Skills & Experience

• Hands on in:
• Security Anti Virus, Encryption (Bit locker), awareness in password policies and Malware
• Active Directory - creating and managing users accounts, creating, and managing distribution/security groups
• Windows - 7,8 & 10
• Emails, MS outlook and MS Exchange 2013
• Hands on windows Servers - 2013
• Basic Networking - assigning VLANs
• One Drive and Office 365 Products
• Salesforce, Skype for Business
• Apple hardware and products
• Audio/ Video conferencing
• Mobile phone management
• Microsoft Office Products
• Hardware Laptops, Desktops, Printers, Mobile Phones, peripherals

Main Duties

• Working with Customers, colleagues, and suppliers, on a variety of support environments, different infrastructure projects, operational and geographical areas your key responsibilities will include:
• Incident and Service Request Management:
• This includes, but is not limited to, detection, recording, analysis, diagnosis, and either resolution or escalation of tickets.
• Managing through to resolution, Incident and Service Request Tickets in accordance with the Sophos Incident Management Policy and Process.
• Be an effective interface between Customers, Internal Support Teams and 3rd Service Providers.
• Ensure that the appropriate escalation processes are followed in a timely manner, ensuring that high Severity/Priority incidents are managed according to those standards.
• Ensure that Customers are kept fully informed and up to date with the status of their incidents/requests. Provide effective and timely Communications to the Business during widespread business impact.
• Ensure that all records and documents are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
• Interprets technical or procedure manuals on behalf of non-technical Customers and provides routine training in normal usage of services and systems.
• Works to ensure that Sophos high security standards are proactively maintained by ensuring that Customer requests are properly and appropriately validated. Additionally all agreed Security standards and Processes are adhered to.
• Manage your day to day tasks effectively ensuring that work is completed according to priority and completed within the agreed Service Level Agreements (SLAs).
• Be proactive in assisting the Global Service Management Team in developing and deploying Continuous Improvement Plans for the Team and its processes.
• Ensure that all documents related to Known Errors and or workarounds are completed in an accurate, concise and articulate way including but not limited to Incident and Service Request tickets.
• Assists Customers in making more effective use of desktop systems, products and services enabling them to increase their business value.