Senior Service Desk Engineer

🔥 20 minutes ago

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Zenzero

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2004

🤝 B2B

🔒 Cybersecurity

💼 Consulting

B2B • Cybersecurity • Consulting

Zenzero is a UK-based technology services and managed service provider that helps organisations with IT support, cloud transformation, cyber security, data & AI, and software development — with a strong focus on Microsoft technologies (Azure, Microsoft 365, Dynamics 365, Power Platform). As a Microsoft Solutions Partner, Zenzero offers managed services (24/7 support, disaster recovery, managed detection & response), consultancy and strategy (technology and data strategy, workforce training), and AI integration (Microsoft Copilot, Power BI, predictive analytics) for regulated and growth-oriented sectors such as financial services, legal, care providers, and deep tech. The company positions itself as a B2B partner delivering secure, scalable digital transformation, compliance support, and cyber resilience.

📋 Description

• **Tasks:** • **The primary tasks of a Senior Service Desk Engineer in addition to those of Service Desk Engineer include:** • - Action technically demanding, time sensitive, and VIP tickets. • - Ensure that tickets are dealt with according to SLA, whilst considering customer urgency and their wider needs. • - Assist with coaching and mentoring the Service Desk Engineers. • - Act as an escalation point for the Service Desk Engineers. • - Assist the Service Desk Team Leader where required. • - Ensure all tickets are accurately logged and have all required detail before accepting escalation. • - Ensure adherence to performance targets including SLAs and KPIs. • - Take ownership of logged tickets, tracking the progress of all calls / ticket updates and follow-up with the customer to ensure that they are satisfied with the resolution. • - Follow processes to ensure that a high quality of service is provided, at all times. • - Build good working relationships within the Service Desk team(s), the Service Engineering department, and the wider organisation. • **Secondary tasks include:** • - Assist in planned and unplanned service disruptions. • - Help maintain the accuracy and relevance of support documentation, and guides. • - Understand the business and its objectives • **Responsibilities:** • **- Ensure that information and time entries are accurately recorded in the service management tool both before starting work and before escalating and completing a ticket.** • - Maintaining the successful operation of the service desk, according to the agreed KPIs and SLAs. • - Monitor, moderate and create process documents and regularly check for adherence to these processes. • - Co-ordinate with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business or affected users. • - Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed. • - Represent the Service Desk at knowledge transfer sessions. • - Assist with staff training and business awareness. • - Be aware of organisational changes that might impact the Service Desk. • - Plan and prioritise work to ensure that deadlines and targets are met. • - Identify potential areas for improvement. • - Involve and seek feedback from stakeholders. • - You may on occasion be required to work on customer sites.

🎯 Requirements

• **Key Skills:** • - Working for a Managed Services Provider (MSP, or MSSP), for at least 3 years, in a technical capacity. • - Knowledge and technical understanding of Microsoft 365, Azure, Active Directory, Intune, MS Office, Win11, Mac OS, Malware, Security fundamentals (e.g. anti-virus, Phishing, IP Spoofing) • - Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask. • - Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management. Service Request Fulfilment and Change Management. • - Ability to demonstrate excellent troubleshooting skills. • - Ability to demonstrate strong team working and team leadership skill • - Project work at mid-level • **Qualifications:** • - AWS Cloud Practitioner • - CCNA • - CompTIA Security+ • - ITIL Foundation • - MS Certified: Azure Fundamentals or Administrator