Service Desk Engineer - 1st Line

Recruiter
Westcoast
Location
St Albans
Posted
28 Nov 2018
Closes
10 Dec 2018
Contract Type
Permanent
Hours
Full Time
ROLE PROFILE 1st Line IT Service Desk Engineer Department: IT Services Reports to: Head of IT Support and Service Desk Location: St Albans Hours of Work: Monday – Friday, alternate shifts covering hours of 8.00 – 18.00 Contract type: Permanent About Us Established in 1984, Westcoast Ltd is a privately held company that distributes leading IT brands such as HP, HPE, Microsoft, Lenovo, Apple and many others to a broad range of resellers, retailers and office product dealers in the UK and beyond. Since then we’ve grown to become the number one UK distributor for many of our vendors and customers and we employ more than 1,200 people across a number of locations in the UK, Ireland and Europe. Thanks to the hard work and dedication of everybody at Westcoast the company is flourishing. Our revenues have seen a sharp increase in recent years reaching £2 billion in 2017. We are consistently ranked in the Sunday Times Top Track of the 100 Largest Privately-owned UK Companies, and are now the second largest privately-held business in the Thames Valley region. The Job Role The IT department is responsible for maintaining and growing Westcoast’s IT systems as well as providing efficient hardware and software support across the business. The department aims to resolve any IT-related faults quickly and efficiently and as business continues to grow, is looking to expand its support team to enable the continuation of the level of services to its users. Job Purpose The successful candidate will provide 1st line IT support across all areas of the business as part of the Service Desk team. The position is responsible for triaging and assigning support calls for the wider IT team as well as providing first line support for Microsoft operating systems and applications as well as other vendor software. Hardware support includes imaging/troubleshooting and fixing desktops/laptops etc. Face to face and telephone support for users across the group is also required for a range of hardware and software issues. The service desk operates from 08.00 to 18.00, the successful candidate may be required to alternate shifts between these working hours. Key Responsibilities Triaging and assigning support calls for the wider IT team as well as providing first line support for Microsoft operating systems and applications as well as other vendor software Providing face to face and telephone support for users across the group Ensuring all faults are progressed and cleared within SLA - escalating to other internal and external teams as appropriate Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the user informed of progress Diagnosing and resolving problems to the users satisfaction, either remotely or in person Sharing knowledge with colleagues Key Skills At least 1 year of experience within a similar role Excellent problem solving skills Troubleshooting Punctuality Good written and spoken communication skills The capability to work under their own initiative as well as part of a team The ability to prioritise workload and manage their own time UK driving licence and own transport would be desirable What we offer Full training and on-going Learning and Development support, with excellent career progression Learning and Development opportunities with funded NVQ/work based studies/professional qualifications Employee referral bonus Auto enrolment pension Perkbox – instant access to a wide range of high street, leisure and utility discounts and perks Staff purchases – discounted IT, electronics, mobiles and accessories Mobile contracts Eye care scheme Cycle to work scheme If you are interested in this position, please send your CV with a cover letter stating your salary requirements to recruitment@westcoast.co.uk NO AGENCIES PLEASE

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