(SERVICE ENGINEERS - c231.84 Per day- London/hybrid - INSIDE IR35 CTC)
London/Hybrid working first 4 weeks on-site for induction training, followed by a rota of 2 weeks onsite, 1-week WFH.

Service Engineers are required to join a busy government client of ours

The Role
The Service Engineer provide a key role within the Live Services directorate. They provide high quality customer advice and technical support via telephone, email and in person, plus coaching and floor-walking. Combining strong coaching and advisory skills with excellent business and technical skills, The Service Engineer takes responsibility and lead by example in delivering customer advice and technical support service.

Technical Proficiencies
Microsoft Windows
Apple Mac/iPad/iOS experience
Microsoft Office 365

Key Responsibilities
Provides excellent, professional, frontline customer service through the provision of ICT advice and support, Via phone, email and tickets through the Support Desk and In person in the drop-in centres
Combines excellent business and technical knowledge to understand customers issues and needs within the context of the business and provides the most appropriate advice and support to customers on ICT matters.
Proactively provides advice and information on ICT services relevant to customers business areas, to enable them to gain enhanced benefits from their ICT; clearly communicates on updates, known errors and FAQs, using (and referring users to) relevant knowledge base articles; explains technical information to users in non-technical terms.
Provides floor-walking, coaching and advice to help users make more effective use of their ICT products and services, and to select suitable hardware or software to meet their needs.
Provides first- and second-line support, takes ownership, and follows agreed procedures in receiving and correctly logging, assigning and updating incidents and requests for service.
Applies excellent analytical and technical skills to systematically troubleshoot and resolve incidents relating to hardware and software, providing workarounds where timely fixes are not possible.
Coaches less senior staff and new staff in own areas of expertise and other aspects of role to assist in their ongoing development.
Takes responsibility for own performance and the achievement of set targets (both quantitative and qualitative).

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