Desktop Support Engineer

Wren Kitchens
11 Mar 2018
18 Mar 2018
Contract Type
Full Time
Who are Wren Living?: The team behind Wren Living have been an industry leader in kitchen manufacturing for both the UK and US markets for 35 years, and has now become the UK's fastest growing designer, manufacturer and retailer of fully assembled kitchen cabinets. We already have 66 showrooms across the UK, and plan to continue our expansion with many more. Come and join our team and be a part of our success story!

Job title: Desktop Support Engineer

Location: The Nest, Barton Upon Humber

Reports to: IT Site Support Manager

Travel: N/A

Reports in: None

Salary: Excellent + bonus

Key customers: HQ, Office, Retail and Manufacturing

Critical purpose of role:

Be part of front face of IT within the business. Provide IT Support technical expertise to your customer over the Phone, Email and Face to Face while maintaining high level of communication. You are required to support desktop and laptop systems, mobile devices (iOS and Android), trouble shoot printing devices, network connectivity problems, entry level server issues and handheld RFID devices. Be able to explain technical matters to non-technical members of the Wren team. Work within a team, supporting team goals as well as commit to supporting business goals. Be flexible as part of the role, as is key in fast pace environment. Support team and business out of hours where necessary.

Main responsibilities:

Recording of all Incidents/Requests in the ITSM database and responding to these within agreed Operational Level Agreements.

Correctly prioritisation and categorisation of Incidents and Requests

Application of incident and problem matching to restore service quickly by applying known error workarounds.

Aid in diagnosing the cause of the incident through a structured process of investigation co-ordinating both internal and external support teams as necessary.

Provide full incident closure details including root cause analysis

Assume ownership of assigned incidents providing clear communication and notification as required to the business and other service disciplines.

Contribute to the service knowledge bases (CMDB, KEDB) and provide knowledge transfer to colleagues and other support teams as required.


Experience in supporting nTier Environments

Broad understanding of information systems and web technologies

Ability to co-ordinate unsupervised, the support activities of internal and external support providers

Highly focussed on providing service with exemplary communication skills

An analytical, trouble-shooting mindset, with a problem-solving personality

Tenacity to go that extra mile to get the information it takes to understand a problem

Take responsibility and ownership of all incidents and requests

Ability to work outside of the area covered by their current knowledge

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