Service Desk Engineer

JOB: Service Desk Engineer

LOCATION: Mosborough/Halfway

STATUS: Permanent

SALARY: up to £28k dependent upon experience

A FULL UK DRIVING LICENCE IS ESSENTIAL FOR THIS ROLE

Overview

This is an exciting position in a rapidly growing company where you will play a pivotal role in supporting the organisation. As a member of the IT services team you will provide IT support to over 1000 users in the group and will be joining a close knit, fast paced team. You will be working alongside a project team who are working on a significant programme of IT improvements for the business. As projects are finished, they will be handed over for you to support.

You will have the necessary technical aspects but also come across well and are keen to progress yourself. This is a significant role for an IT Technical to join the organisation and provide both remote and on-site support to different customers with a range of technologies. We will aim to train you and provide you with the skills needed to progress.

Key Responsibilities

• Provide technical support and resolution for all incidents reported across the group.
• Ensure all incidents and service requests are resolved within the timescales defined in the SLA.
• Provide service desk communications and notifications for service outages to IT users, liaising with suppliers and colleagues
• Respond to alerts notified to the Service Desk from monitoring tools, ensuring these are assigned to and resolved by the correct support teams or vendors
• Escalate any issues or concerns within the company IT service
• Carry out daily IT support and handover tasks as required
• Be part of a rota to ensuring the Service Desk is covered during core support hours
• Identify and solve common first line level hardware faults and problems
• Escalate faults to third level support, or third-party suppliers as required

What You Will Need to Succeed

• Experience in working in an IT service desk/support environment.
• Experience with Active Directory, Group Policy, Office 365
• An understanding of databases - SQL.
• Hands-on experience in troubleshooting Windows-based operating systems, including Windows 10, 11.
• Highly customer focussed, and service driven,
• Ability to use own initiative to achieve deadlines & resolve issues.
• Analytical and methodical approach to problem solving.
• Excellent interpersonal and communication skills - in verbal and written English.
• Awareness of ITIL would be an advantage.

Personal Qualities

• The role is based in Sheffield, but travel will be required all over the UK mainland.
• As this is in a retail/b2b environment then weekend work and outside of typical working time (8-5) will be required.

• Preferably degree level educated in an IT subject but flexible based on experience.

• Clean driving licence.