Senior Service Desk Engineer

About Us Bedroq provide critical technology solutions built on solid foundations.

We help organisations that rely on technology for critical operations, achieve and maintain a high

• performance steady state. Bedroq have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networksand managed IT solutions.

If you’re looking to develop your career in a high performing, dynamic team, where you can truly make a difference by delivering the technology that supports critical operations across the UK, this could be your ideal role.

About the role The role of the Senior Service Desk Engineer is to act as a technical specialist for the customer base. The primary objective is to delight our customers with efficient, timely and well communicated support for break fix issues or service and work requests.This will primarily be achieved via ticket escalations from Service Desk Engineers but may also be in a fix on first contact scenario.

This role will support the full range of Bedroq services as well as assisting and managing IT issues that are not within the Bedroq range of services. Acting as the customer IT engineer to always put their best interests first.

Duties & responsibilities Taking ownership of issues whilst managing them in a logical and methodical manner ensuring they are categorised and prioritised in line with team procedures.

• Ensuring all issues are progressed & cleared within SLA - escalating to other internal and external teams as appropriate.
• Managing 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.
• Identify and escalate repeat issues or service risks into service management teams.
• Acting as a technical point of escalation for the wider team.
• This role will require regular customer site visits throughout the UK.

About you - you will have / be

• A full UK driving Licence
• The ability to achieve NPPV L3/SC Clearance
• Comfortable communicating with senior stakeholders, leaders and executives.
• The ability to translate technical requirements and discussion into customer outcomes and accurately identify areas of risk.
• The 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.
• Open to new ideas and have a positive outlook.
• Excellent standard of written and spoken English.
• A team player but also able to work on own initiative with minimum supervision.
• A high degree of accuracy and attention to detail.
• Able to work well to deadlines and under pressure.
• Able to think logically.
• Good problem-solving skills.
• A 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 work itself.
• Capable of coaching more junior engineers in the team.
• 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 working at a customer office
• Extensive 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 of managing, supporting and mentoring members of a team.

What we offer

• Basic £25-40K dependent on experience
• 25 days Holidays + Bank Holidays
• Ongoing funded skills training and certification