Service Desk Engineer

  • Job Reference: 00002237-1
  • Date Posted: 12 September 2017
  • Recruiter: GHM Communications Ltd
  • Location: Didcot, Oxfordshire
  • Salary: On Application
  • Sector: Engineering
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Job Title

Service Desk Engineer



Office Base

Oxford Office


Office Based

Job Type


Employment Type


Job Ref


Reports to

Operations Manager


Competitive Salary, Overtime, 6-month probationary period, 24 day’s annual leave + 8 days public/bank holidays, Auto enrolled pension, Manufacturers training


To provide fault resolution to customers across a range of telecom systems and technologies. Diagnosing and resolving problems at first point of contact, escalating to specialist teams to investigate and resolve


GHM Communications Ltd is a progressive, market leading company that has grown exponentially over the last 10 years.  GHM Communications Ltd provides WiFi and business telephony solutions to the care sector and various enterprise sectors.  As we look to the future and build on our successes, our plan for growth and development will be supported by a talented team of enthusiastic and committed people. 

Skills Required 

  • Proven experience of working in a telecoms helpdesk or technical support background
  • Knowledge of IP, Data, SIP, Telephony and Broadband
  • Strong analytical, diagnosis and problem-solving skills
  • Logical approach to fault finding and resolution
  • Organised and able to work on own initiative
  • Positive attitude and strong focus on customer satisfaction
  • Strong written and verbal communication
  • Literate in windows software environments

 Duties and Responsibilities 

  • To be an escalation point for tickets logged as an office based Telecoms Support Desk Engineer
  • Fix, troubleshoot and resolve issues to agreed service level agreements (SLA’s)
  • Take ownership of faults, managing them in a logical and methodical manner
  • Log incidents and faults, categorise and prioritise them in line with procedure and customer profile
  • Conduct fault diagnostic, identifying and correcting to enable first point of contact fault resolution and customer satisfaction
  • Ensure all faults are progressed and cleared within SLA – escalating to internal and external teams as appropriate
  • Document accurately fault issues and resolution, recording on CRM and feeding back to engineering support
  • Maintain customer rapport by listening to and resolving concerns, by answering questions and providing courteous and professional service support at all times
  • Provide Out of Hours support to customers on a rota basis
  • Provide support to other areas of the business where necessary and as required by needs of the business
  • Keep supplies ready by ensuring replacement items are ordered and inventory is kept up to date
  • Maintain and develop own knowledge and skills to assist in first time resolution
  • Identity and escalate recurring issues or service risk to line management
  • Manage and undertake scheduled tasks for customers, to ensure systems remain operational ie. time change, holiday out of hours

Essential Skills/proven background

It would be desirable for the candidate to have proven experience of business telephone systems in a telecoms service based role.

Other tasks and duties 

The above Job Description is not an exhaustive list.  The Company may require you to carry out other tasks allocated to you from time to time.  Such allocation of tasks shall be reasonable and within your capabilities 

Person Specification 

  • Strong customer service focus
  • Excellent communication and interpersonal skills
  • A willingness to respond positively to demanding work requirements of service support
  • Strong team player able to interact and communicate at all levels
  • An effective problem solver