L1 Technical Service Desk Engineer

Job Description: Key Responsibilities: • Update support call documentation within the Service Desk management system, ensuring accurate incident details and history. • Work within agreed Service Desk procedures at all times. • Resolve user requests in accordance with service level agreements. • Own issues until they are mitigated, resolved, or transferred to a new owner. • Stay informed about new products and services used in customer deployments. • Produce relevant training documentation. • Achieve KPIs to ensure service quality and support Mastek’s service management. • Demonstrate knowledge of specific technologies and develop technical expertise across supported services. • Resolve user requests, providing clear and concise updates. • Maintain confidentiality per data protection policies and procedures. • Collaborate with the Contact Centre and L2 colleagues to enhance shift left strategies and create self-service materials to reduce incident volumes. • Focus on customer satisfaction by demonstrating empathy and going the extra mile. • Undertake other duties as required by the manager. Role Requirements: Experience / Education: • ITIL V4 Certification desirable; ITIL V4 training preferred. • Proven experience in an IT/Application Support helpdesk, providing direct user support. • Advocate of ITIL best practice processes. • Experience in a customer-facing environment. • Experience in fault finding and improving first-time fix ratios. Key Generic Competencies: • Ability to communicate effectively with colleagues of varying IT skill levels in potentially pressured situations. • Strong organizational, time management, and work prioritization skills. • Ability to work independently and take initiative. • Creative problem-solving skills. • Ability to accurately record detailed information and engage with customers for additional information as needed. • Commitment to maintaining high-quality standards. • Customer-focused with a flexible approach to business requirements. • Ability to work collaboratively as part of a team. • Fluent in written and spoken English