Service Desk Engineer

Crewe, UK
31 Jul 2019
04 Aug 2019
Contract Type
Full Time
You have taken the first step to becoming a part of one of the most exciting and innovative brands in the high street and online. Ryman trade from more than 200 stores nationwide and a very comprehensive on-line store.

We never underestimate how essential our colleagues are to keeping our business moving and growing. We are looking for people who are passionate about our products. You are what makes Ryman, and in return we do everything we can to make it a great place to work.

The Job: Service Desk Engineer

Location: Crewe, Retail Support Centre

Contract Type:
  • Shift based contract - 5 out of 7 days including weekends and bank holidays (overtime)
  • Earliest start-time is 7am, latest is 7pm. Weekends would more than likely be 9-5 or similar.
  • Out of hours support cover, may also be required.
  • Occasional unsocial hours when implementing solutions, including some travel to locations where TPRG operate (UK and overseas)


We are "Passionate about Retail" so we want people who are passionate about what they do, are resilient, flexible, good team players and good with detail. We are also looking for a good mix of bright ideas and common sense and a strong work ethic.

  • To log and monitor calls through to resolution
  • To provide first time resolution whenever possible
  • To promote the positive image of the Service Desk and the Service Delivery function
  • Ensure that calls are escalated appropriately in line with documented escalation procedures
  • Monitoring of calls with the target to have them resolved within
  • Service Level Agreements (SLA's) and alerting when a SLA is, or is about to be, breached
  • Liaising with suppliers and internal and external service providers
  • Updating of relevant systems with any changes or monitoring that is required on a day to day basis
  • Attend internal and external meetings as required
  • Liaise effectively with users of all levels and within the department
  • Produce and maintain documentation of any relevant procedures or configurations to the required standard
  • Assist in the maintenance of the CMDB / Asset Database
  • Day to day support of EPoS/retail, desktop, laptop, MAC and tablet based devices ensuring that where required the relevant information is captured to allow co-ordination / escalation to infrastructure support teams
  • Day to day support of printing and other typical desktop / user based issues ensuring that where required the relevant information is captured to allow co-ordination / escalation
  • Day to day support of application based issues ensuring that relevant information is captured to allow co-ordination / escalation to both internal business application teams or 3 rd parties support
  • Build, configuration and delivery of new tills, laptops, PCs, MACs, screens, printers, etc ensuring drivers are effectively installed and updated and everything is operating effectively
  • Ensure solid understanding of Retail environment including EPoS, Chip n Pin, Receipt Printing, etc
  • Support of Windows server / connectivity issues
  • Support of GSuite/Gmail users across all sites
  • Support of network and cabling issues
  • Support of VoIP phones and day to day phone system operations
  • Support and deployment of Apple & Android phones
  • Support of users/meeting room video conferencing equipment
  • Effectively plan and control your workload
  • Ensure effective work under pressure
  • Meet timescales accordingly
  • Undertake additional project work as required by the Service Desk team and/or the Service Delivery department.
  • Where required work with the Infrastructure or Business
  • Application Management Teams to identify requirements

  • GSuite / Gmail day to day support
  • Office 2010/12/16 day-to-day support
  • Active Directory 2008/12/16 including GPO support
  • Solid understand of laptop, tablet and PC hardware support
  • Windows XP onwards through to w10 desktop operating support
  • Apple Mac OS X & IOS Troubleshooting
  • MS Dynamics Navision (2004/2009/2017) Retail
  • Understanding of network/WAN communications
  • Phone Systems / VoIP Technology
  • ITIL Foundation (ideal)
  • S/HDI (ideal)
  • Solid experience in a Service Desk role supporting multi-site environments
  • Ability to multi-task whilst under pressure
  • Ideally, degree level educated
  • Good communication skills
  • Natural problem solver with excellent analytical ability

Please note this job description is not exhaustive and you may be required to carry out other duties as and when required. Due to the high volume of applications, we receive for each position; only successful candidates will be contacted.

Similar jobs

Similar jobs