3rd Line Service Desk Engineer

Privy Purse and Treasurer’s Office
IT & Telecommunications
Buckingham Palace
Permanent
£25,000 - £27,500 per annum (dependent on experience) plus a 15% employer contribution pension scheme and benefits
37.5 hours per week

It's finding solutions to push our systems forward

It's the remarkable diversity of the people you'll work with. And it's being a part of the professional business behind the monarchy. This is what makes working for the Royal Household exceptional.

Our IT team provides vital technical support, maintaining and developing our IT systems for the benefit over 1700 users across all Royal residences.

You'll act as the liaison point between our service desk and operations team, bridging the gap between 1st and 2nd, and 3rd line support.

You'll manage and prioritise escalated IT queries, balancing customer and technical requirements in order to deliver an exceptional service.

In order to underpin our extremely diverse operations, the range of systems you'll work with will be huge. For each issue, you'll delve in to research and understand the problem, troubleshooting as you go and deciding the best route to resolve the query.

You'll also help the service desk team when things get busy, all the while keeping an eye on customer needs and looking to improve service efficiency by sharing your knowledge.

The variety of requests will stretch you, and prioritising them will be your biggest challenge. But knowing you're helping take the whole Household forward whilst developing your own skills will drive you on.

Having started your career working on an IT Service Desk, you'll be well practiced at call handling and desk-side visits, possibly in relation to 3rd line support, and feel ready to take the next step.

Your working  knowledge of Windows, Office and ITIL will be important, alongside your ability to resolve PC and mobile phone technical problems, both software and hardware. Qualifications in IT technical support would also be helpful, but are not essential.

Your methodical approach and problem solving skills will be critical to your success, enabling you to resolve issues quickly and effectively.

What's more, you're highly organised, able to systematically manage and prioritise tasks to meet varied needs and deadlines.

And with excellent communication skills, you'll be confident working with a wide variety of people across the Household and will enjoy working as part of a team.

Your precision and real eye for detail means you'll be able to accurately log and document the progress of calls.

Above all, with your proactive and customer focused approach, you're committed to delivering a service that leaves a lasting and positive impression.

Vacancy Closing Date: 11/03/2018, 23:55

This vacancy is closed to applications.