Senior Service Desk Engineer Stoke-On-Trent

Cheadle, Cheshire
Dee Set

Looking for your next move in the Dee Set Group?

Here at the Dee Set Group, we truly believe that embracing technology and change is the way to drive excellence and efficiency across our group of businesses.

Purpose of your role:

Provide day to day support of the company’s systems and end users both office based and remote. Supporting a hybrid environment of company and BYoD (Bring Your own Device – personal) equipment comprised of Windows, iOS and Android devices. Working with the service desk system to prioritize and log all tasks. Supporting your team on updating & maintaining the IT knowledge base, MDM (mobile device management) system and asset management system.

Responsibilities of the role:

To maintain a high degree of customer service for all support queries and adhere to all service management principles.
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Act as a single point of contact for phone calls and emails from colleague regarding IT issues and queries.
Receiving, logging and managing calls from internal and external colleague via telephone and email
Maintaining the Asset Database, MDM system and mobile SIM (O2) systems and track changes
1st and 2nd line support – troubleshooting of IT related problems from in-house software to hardware, such as Android/iOS devices, Laptops, PCs and Printers.
1st and 2nd line support of Chrysalis app catalogue (MDM apps)
Troubleshoot basic network issues such as wireless connectivity issues
Escalate unresolved calls to the infrastructure and development support team
Log all calls in the Service Desk Call Logging system (Service Desk)
Publishing support documentation to assist colleague with requests for information & provide colleague training if required
Active Directory knowledge. Creating/manage user accounts, reset passwords, create/manage group policies etc.
Ability to liaise with external suppliers
Support the corporate telephone system
Take part in project work

Essential Skills/Knowledge:

Knowledge/Experience of Customer service processes and best practices.
Ability to communicate and empathise with colleagues of varying technical knowledge.
Willingness to learn, learn new technologies.

Desired Skills/Knowledge:

Knowledge and experience of utilizing a service desk system, ensuring the system is always kept up to date
Ability to create step by step how to guides.
Knowledge and experience of Windows Operating Systems from Windows 7 upwards.
Knowledge and experience of supporting and troubleshooting computer issues and peripheral devices such as printers, monitors, etc
Knowledge/experience of the following:
o Active Directory administration
o DHCP, DNS, LAN, wifi and other network principles
o MDM / BYoD systems
o Anti-Virus software
o Azure and/or Azure Active Directory
o Powershell / Cloud Shell or other scripting languages

What’s On Offer:

• Salary: 22,000 per annum
• Flexible working hours between 8am – 5pm (Monday to Friday)
• Opportunityto earn extra pay for on call hours when enough knowledge has been gained in the role

This role is based in our Stoke-on-Trent Head Office.