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Service Desk Engineer

Location UK-Berkshire-Reading
Category Managed Services
Type Permanent Full-Time


To provide a friendly, professional and efficient service to each and every customer in line with policies and procedures, ensuring that the customer’s needs are being responded to and escalated in a timely manner. To deliver first class technical support using all tools available to resolve at FPC, striving to improve the team’s knowledge and service levels.


  • To achieve and maintain personal KPIs and contribute to team SLAs
  • Determination to provide a high-class telephone service and meet call quality expectations.
  • Utilise inhouse ITSM tool to accurately and appropriately record and manage tickets
  • Look to drive continuous improvement to team processes and procedures.
  • A keen ambition to review, improve and share knowledge to enhance existing knowledge base.
  • Able to operate efficiently in a team environment.
  • Able to work effectively and efficiently under pressure in busy periods
  • Exceptional time management and punctual in attendance.


  • Proficient in MS Office Suite, 2013, 2016, 0365
  • Ms Office admin
  • Google G Suite
  • G Suite admin
  • Ability to multi task
  • Customer First Behaviour
  • Required to apply for DBS clearance