1st Line Service Desk Engineer

At CTS we deliver IT services covering IT strategy, technology platforms, cyber protection and managed services. Our aim is to deliver world-class IT services that transform the user experience and operational success of Law Firms and Barristers Chambers, via cloud-based technology. We are dedicated to focusing on IT services that suit our client s individual needs and shaping our services around the unique requirements of legal sector firms and their users.

Our reputation is built from our passion and commitment to delivering service excellence with integrity. We invest in our teams and in creating an inclusive culture that rewards ambition and encourages freedom to think.

Our values of Passion, Team and Excellence drive our search for new team members to join us. We care about what we do, and how we do it. We achieve more together. We learn and grow every day.

Right now we are looking for 1st Line Service Desk Engineers to join our team in Daresbury, Warrington.

Job Purpose

Our Service Operations teams provide robust service delivery to our clients, with a strong will to make a difference. We have a dynamic environment, prioritising and multi-tasking effectively, as well as problem-solving whilst providing excellent communication, customer handling resolving tickets at pace.

ResponsibilitiesAs a 1st Line Service Desk Engineer you will help to refine and improve processes and service, your main responsibilities will be to:

• Provide technical support, responding to incidents and service requests raised with the Service Desk via phone, email, and remote control.
• Provide first-line investigation and diagnosis.
• Ensure all incidents and service requests are logged and assigned, with appropriate levels of detail, categorization, and prioritisation
• Take pride in ensuring that incidents are responded to and resolved in a timely manner to meet defined service level targets.
• Complete relevant and skilled investigations, before escalating to other support groups.
• Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.

Essential Criteria

As a 1st Line Service Desk Engineer, you will need to communicate effectively with clients and third parties both face-to-face and over the phone, in a friendly and highly confident manner demonstrating excellent internal and external customer communication skills. Keeping calm and focused when in a pressured situation comes naturally to you. You show initiative and excellent lateral thinking and problem-solving skills. You are flexible and adaptable - excited by new ideas and/or technology and, keen to pick up and work with new initiatives.

We are looking for candidates to display the below essential criteria.

• Experience in Software troubleshooting and assistance
• Solid understanding of Windows 8.1 and later and MacOS
• Active Directory
• Citrix XenDesktop 7.15 and later
• LAN/WAN technology fundamentals

Non-essential skills

It would also be advantageous if you have an understanding of the below:

• Citrix technologies, e.g. Netscaler, Director, XenServer, WEM
• Citrix XenDesktop 7.15 and later
• Hardware troubleshooting and support
• Email security products, e.g. Mimecast / MessageLabs

Benefits

We pride ourselves in providing everything you need to feel happy, healthy, developed and resourced. There are more than a few reasons to be part of our amazing team.

• Annual salary: Competitive DOE
• Hybrid working
• 37.5 hours per week
• 25 days holiday + Bank Holidays + your birthday off
• Enrolment into our Company Pension Scheme
• Wellbeing programme including an Employee Assistance Programme
• Instant access to our Benefit Hub
• Training and development programme tailored to your role and career aspirations