Service Desk Response - Grangemouth / Glasgow

Owners and operators of the world-class Port of Nigg facility, together with strategic bases in Edinburgh, Aberdeen and Inverness, the Global Energy Group are a service focused, performance driven business, offering construction, maintenance and enhancement solutions to a diverse range of energy industry customers.

Our culture underpins everything we do, ensuring all our people are commercially astute, delivery focused, empowered, entrepreneurial and committed to building long-term working partnerships.

Acting as the face of Technical Services the role of first response engineer is to provide an essential user support service to Global Energy IT users. This position provides a critical service to our customers providing remote and physical technical support for users logging new requests or queries and issues relating to the Groups IT and telephony.

The Service Desk is considered to be the foundation of IT service delivery for the organization and is at the heart of ensuring users have well supported and functional IT equipment. This role supports the Technical Services departments aim to provide an effective and efficient service, within agreed SLA’s

In this office based role the individual is expected to be able and willing to work to the vision, strategy, and core values of the Group.

Key Accountabilities

• Work effectively as an individual and part of the team to respond to first line enquiries in person, via email/IT Portal or telephone
• Manage own time effectively in support of the Service Desk priorities as determined by the Service Desk Team Leader
• Log, manage and close calls within the appropriate Service Desk system
• Provide 1st and 2nd line IT/Telephony support for software, infrastructure and desktop services provided to end users.
• Provide a consistent, high quality customer experience to end users
• Maintain customer satisfaction levels, working with IT Management team to ensure standards are improved
• Co-ordinate calls, issues and requests with 2nd line teams to ensure end user satisfaction and resolution
• Deliver, install and set up IT/Telephony equipment as set out within the service catalogue or via user request

Experience and Qualifications

• 2-3 years’ experience in an IT helpdesk or support environment
• Experience in key enterprise IT systems such as Microsoft Exchange, Office 365 etc.
• Excellent communication and interpersonal
• Strong customer focus
• Desire to progress and learn new technologies
• Driving License Essential

The role will be based at Grangemouth / Glasgow.

If you are interested in discussing in more detail please send your CV to workwithus@gegroup.com