Ultima has many Service Desk teams based on various customer sites. This role is to fulfil the requirement to provide holiday and sickness cover for staff on these sites. There is also requirement to train and learn processes to fulfil tickets for our shared service team onsite in Reading. The successful candidate would need their own transport as they could be required to be on remote sites, and when not seconded on these sites they will report into the shared service team in Reading. The Cover Engineer would receive training on the customer sites and with the shared services teams to get them up to speed on these accounts.
Tasks typically involve responding to and resolving technical calls, working closely with the onsite team. This individual must be highly motivated and responsive to customer needs. The individual will need to work closely with the other Helpdesk team members and the Service Delivery Management, to ensure customers receive the highest level of service from Ultima.
As this role could mean being on a site for just a day at a time it is imperative the individual provides a clear handover to other team members once they leave site.
To be responsive to customer needs on an ad hoc basis
To be able to learn and backfill the 2nd line onsite team at Gainsborough House
Identify relevant problem types and associated priorities
Be responsible for any company property or information that may be within your care
Deskside support to level 2
MS Server 2008, 2012, and 2016
MS Exchange support
Symantec Backup Exec
Cisco routers / switches
Some SQL knowledge