Service Desk Engineer

Service Desk Engineer (First Line) - CFP Energy

About us:

Our mission is to facilitate the transition to a low-carbon economy by providing innovative financial solutions to our clients.

We are not just any energy and sustainability group; we're a dynamic, award-winning powerhouse! At the forefront of environmental innovation, we lead the charge in providing cutting-edge solutions for large-scale energy consumers. From guiding small business to corporate giants on their journey to achieve net zero emissions to expertly managing risks and supplying vital power and gas resources, we do it all. But wait, there's more! We're not content with just excelling in our current ventures - we thrive on pioneering new businesses and seizing energy investment opportunities.

Role:

In this role, you will be part of a technical team that provides operational support to end users at all levels, as well as to a software development team. The ideal candidate should have some experience in the support sector, making this an excellent opportunity for a support engineer to advance within a dynamic and rewarding organisation.

Your primary responsibilities will include providing full-time on-site IT support, working with senior team members, and supporting over 300 end users across various geographical locations. You will be responsible for maintaining and monitoring IT systems, including remote working solutions, cloud-based solutions, and on-premises solutions. Additionally, you will need to promptly and professionally resolve technical issues, manage your ticket queue, and keep documentation up to date.

Key responsibilities:

• Being the first point of contact for customers by logging and responding to tickets in a timely and professional manner, relating to software or hardware queries via email, phone, or face-to-face interactions.
• Monitoring and updating the ticketing system to highlight overdue or unresolved tickets that require attention.
• Properly escalating unresolved queries to the next level of support.
• Tracking, routing, and redirecting problems to the correct resources.
• Updating customer data and producing activity reports.
• Walking customers through problem-solving processes.
• Following up with customers, providing feedback, and seeing problems through to resolution.
• Utilising excellent customer service skills to exceed customers’ expectations.
• Ensuring proper recording, documentation, and closure of issues.
• Recommending procedural modifications or improvements.
• Preserving and growing your knowledge of help desk procedures, products, and services.
• Continuously improving knowledge and understanding of technologies used by the technology team, and suggesting improvements.
• A strong focus on educating end users in best practices.

Ideal candidate:

• Ideally 1 – 2 years of experience in a help desk support role.
• Technical background and ongoing interest in technology.
• Working knowledge of help desk software, databases, and remote-control tools.
• Exceptional customer service approach and a team player attitude.
• Willingness to learn new technologies and take responsibility for assigned tasks.
• Some troubleshooting and multi-tasking skills.
• A security-first mindset, with experience proactively assessing requests to ensure minimal exposure to risks for systems and user accounts.
• Experience in some of the following technologies ideal; Microsoft 365 Suite, Intune, Defender for Endpoints, Windows 10+, PowerShell scripting, Bash scripting, VPN, SSO and MFA technologies.

Benefits:

• 25 days annual leave in addition to Bank holidays.
• Discretionary commission/bonus scheme.
• Company pension scheme.
• Life and medical insurance, and eyecare scheme.
• Employee Assistance Program.
• Cycle to work scheme.
• Family-friendly policies.
• Recruit and Reward scheme.
• Access to perk-box benefits package.

This role will require you onsite full time in our office located in Hammersmith, London with the possibility of some remote support work in the future. This role may also require shift work or being on call to support 24/7 operations.

The CF Group is committed to ensuring equal opportunities, fairness of treatment, dignity and respect, and the elimination of all forms of discrimination in the workplace for all employees/contractors and job applicants.