Job Description

Service Desk Engineer

12 Month Contract (Initial)

Chester

Hybrid Working

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

We are happy to be recruiting for one of our high-profile Banking clients. They are currently looking for Service Desk Engineers to join their team for an initial 12-month contract. However, there may be scope for extension.

Role Overview:

Providing first line support for the internal employee's resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with regional and international partners to deliver best in class client care.

Requirements for the Role:

The role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat. The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix - for when First Line resolution cannot be attained. Excellent communications and written skills are a necessity.

In-house technical training will be provided backed up with real time support form peers and subject matter experts.

Working in a fast-paced environment you will be required to effectively manages multiple live chats simultaneously with internal customers whilst achieving core metrics for operations and quality.

Skills & Experience:

Excellent Client Care / Customer Service skills.

Work well as a team and build relationships to the global partners.

Excellent organisational skills, with the ability to prioritise workload.

Ability to multitask and maintain focus on all areas of responsibility concurrently.

Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.

Able to work in a fast-paced environment

Technology Call Centre and or Customer Service experience.

Ability to utilise multiple resources to determine causes and resolutions of problems and incidents.

Experience of ticketing systems

Knowledge:

Hardware Support - Windows 10/11,

Software - MS Office suite, Office 365, SharePoint, Skype, Teams, ServiceNow, Copilot

Location:

This is a hybrid working role with a requirement to work from the clients Chester office 5 days a week whilst training commences (approx. 2-3 months) before going hybrid, 4 days in office.

Working hours:

Working hours are 09:00 to 18:00 Monday - Friday with some flex where required.

If you feel that this is a role that would suit you then please apply today.

If you do not hear from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Pontoon Solutions are an equal opportunities company