The IT Service Desk Engineer is a key member of the IT operations team supporting a wide range of systems that are critical to the operation of the business. Support locally and the wider Westland Horticulture group, positioned in the service desk team. The role will involve day to day duties that will primarily be aimed at supporting our core base of 600+ users.
Hours of Work: Monday to Friday 9am to 5:30 and out of hours shift rotation.
Office Location: Westland Horticulture – Granville Industrial Estate
IT Service Desk Engineer – Knowledge, Skills and Abilities:
- 1st line support for the local site and the wider Westland group.
- Diagnose and fix client issues, where necessary escalate to the appropriate teams.
- Manage internal IT cases using the ticketing system Service Desk Plus, ensuring that all cases are managed effectively and within SLA.
- Work as part of the group IT operations team.
- Maintain accurate actions against tickets
- Add to the knowledgebase of support issues.
- Manage client expectations and build rapport with them.
- Travel to sites to provide support where necessary.
- Proactively managing and prioritising ticket queues.
Essential Criteria – Experience, Knowledge, Skills, Attributes
- Proven experience in a support role that entails multiple technologies.
- Previous use of a service desk ticketing system.
- Strong troubleshooting abilities across a wide range of hardware & software solutions.
- Microsoft Windows Desktop OS all recent versions.
- Microsoft Office 365.
- Some server knowledge.
- Remote Support Tools.
- Must be approachable and have excellent interpersonal skills both on the phone and in person.
- Ability to work independently, adapt easily and handle crisis situations.
- Be ambitious and strive for continuous improvement, both for the team, and personally.
- Socially confident, with strong influencing skills.
- A methodical, analytical and conscientious approach, particularly regarding customer service.
- Excellent self-management and organizational skills.
Desirable Criteria
- OS/Software Deployment Solutions.
- Identity Management Solutions.
- Cloud Computing specifically Microsoft Azure
- Telephony and other communications/collaboration products.
- Networking basics.
- Technical certification desirable (e.g. MCSA/MCSE).
- Minimum two years’ experience in a similar role.
We are an Equal Opportunities Employer.
Closing date for applications – Monday 17th of February, 2025
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