Service Desk Engineer

About Ekco

🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our customers’ existing technology investments.

🌍 We have over 850 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.

About the role

As a 1st Line Service Desk Engineer one of your primary responsibilities is to respond to customer support enquiries, tickets, and change requests. Responsibilities include, but are not limited to:

• Act as the first point of contact for all support enquiries raised into the Ekco Service Desk via telephone, email, or portal.
• Log all Incidents and Service Requests accurately documenting client interactions, troubleshooting steps and resolution within the ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software and network-related issues reported by clients.
• Keep clients well informed on the progress of support tickets by phone or email.
• Contribute to the development and maintenance of the knowledge base, creat...