Desktop Support Engineer

Wienerberger Ltd
Cheadle, Borough of Stockport
£20000 - £24000/annum Plus annual bonus
12 Jul 2017
10 Aug 2017
Contract Type
Full Time
Desktop Support Engineer

Location: Cheadle, Cheshire. SK8 3SA
Salary: up to £24,000 per annum + annual bonus
Hours: 8.00am to 4.00pm and 9.00am to 5.00pm on a weekly rotating basis

About Us

Wienerberger is the world's largest producer of bricks and No. 1 on the clay roof tiles market in Europe with 204 plants in 30 countries. The Wienerberger group has been manufacturing quality clay building products since 1819 when we opened our first factory in Vienna, Austria. Our presence in the UK is currently larger than at any point in our near 200 year history, employing c 1200 people across our Head Office, 4 showrooms, 13 manufacturing sites and 6 distribution centres throughout the UK. We manufacture in excess of 400 products including bricks, blocks, roof tiles and pavers for the homebuilding and renovation markets.

We are currently looking to recruit a Desktop Support Engineer to be based at our Head Office, Cheadle.

Job Outline:

The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support Engineer is to provide support for all Wienerberger staff. The Desktop Support Engineer is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. IT Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

Main Responsibilities:

• To diagnose and resolve software and hardware incidents, including operating systems (Windows 7 & 10) and across a range of software applications.
• To assist all our users with any logged IT related incident when called upon.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• To accurately record, update and document requests using the IT service desk system.
• To install and configure new IT equipment.
• To resolve incidents and upgrade different types of software and hardware.
• To resolve incidents with printers, copiers and scanners
• To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• To create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
• To perform IT inductions for new starters

About You

You will have at least 2 years’ experience in a busy Corporate Helpdesk / Desktop support environment supporting a large number of users (500+) across the business hierarchy. You must be passionate about providing great customer support and have a proactive attitude. Technically, you must be able to support a Windows Desktop environment including PCs, laptops and servers; installing, supporting MS Office suite / Office365, supporting mobile devices and peripherals such as iPhones and iPads. Any experience with formal IT Service Desk software (e.g. SpiceWorks, Service Now etc.) would be beneficial but is not essential.
Experience of SAP support would be advantageous, as would any support experience in manufacturing environments.

Although the role is based in Cheadle, there will be occasional opportunity for travel in support of our factory and distribution sites so a clean, current UK driving license would be beneficial