Service Desk Engineer - Perm

£24,000 | Doncaster | Permanent
Posted 28 days ago

The Service Desk Engineer will, working closely with other IT technical support colleagues provide support to users of desktop, laptop, tablet and mobile devices, including the maintenance of both Hardware and Software, along with the management and maintenance of the company’s servers and network infrastructure. Incidents and requests will be handled according to IT and company standards.

The role will also include the implementation of new systems currently in development, as well as taking an active role in the strategic planning and scoping of future development.

Your Responsibilities
• Provide First and Second line support to the business
• Record, prioritise, assign and manage all requests and incidents reported to the IT Service Desk
• Manage customer expectations and communications throughout the life of each ticket
• Escalate to other team members where appropriate
• Provide IT out of hour’s On-Call service: To be a member of the IT ‘on call’ rota in case of system failure out of the core hours and an escalation point to other team members.
• Recording and tracking project issues and escalating to the necessary teams
• Working closely with users to support the implementation
• Keep pace with technology advances
• Adhere to IT Policies and Procedures

Our Ideal Candidate

Educated to at least BTEC National Diploma level with over 3 years previous experience in a technical support role providing both first and second line end user support, preferably in a retail environment.
You will have excellent customer service skills and an ability to communicate technical information to colleagues with a varied level of technical knowledge from all levels within our organisation.
With strong organisational skills, the ability to multi-task and knowledge of IT Service Delivery best practice you will coach, guide and mentor your Servicer Desk colleagues.

At a technical level experience in the following Unix/AIX, Windows 2012/2016 Server, Windows 10, Windows 7, Active Directory, WebSphere, Cognos, Lotus Notes would be particularly beneficial.

Working at other sites is an essential part of the role and possession of a valid licence to dive in the UK is essential.

What’s in it for you?

The successful candidate will have the opportunity become part of an IT department where you can experience both the support and development lifecycles.
You will work with amazingly talented people in a growing and progressive team. Although in a support role you will have the opportunity to work on new projects driving our business forward.

Whilst you will primarily provide remote support we encourage a close working relationship with our Head Office, store, factory and supply chain colleagues. Site visits and face to face support with our colleagues are fundamental to the way we work.

Working for here you can expect a competitive salary but we also offer a range of great company benefits that include: -

• 22 days holiday (including bank holidays)
• Contributory pension
• Staff discount for you and your immediate family
• Life assurance
• Sharesave Scheme
• An Employee Assistant Programme, a free confidential service that offers you expert advice, information and support on many of life’s challenges
• A fantastic lifestyle scheme, a fantastic way to save money with a whole host of retailers, from holidays to electrical goods, cinema vouchers and your regular food shop.

For more information about this role, please contact:

Matthew McNeill

See Matthew McNeill's jobs
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