POSITION DETAILS:
Position Title:
Service Desk Engineer
Reports to (POSITION):
Service Desk Team Leader
Location:
Leatherhead, United Kingdom
Job Type:
Staff – Contract
Working Pattern:
Leatherhead
BYTES:
Bytes Technology Group is a leading provider of world-class IT solutions, represented by Bytes Software Services and Phoenix Software. Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SMEs, corporates, and public sector organizations to modernize and digitally transform their IT infrastructures.
We invest in our employees through ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally, as evidenced by our long-standing employees who have developed existing and new skills to move into senior positions, leaving space for new team members to begin their journey.
PURPOSE OF JOB:
(OVERALL DESCRIPTION OF THE POST WITHIN THE TEAM AND ORGANISATION)
As a Technical Service Desk Engineer, you will provide high-quality support and be a point of escalation for the Bytes Software Services functions and its staff. You will deliver essential business support for all users, both on-site and at remote locations, with minimal disruption to their working environment, while improving users' IT experience and Bytes Software Services Systems. Additionally, you will support and coach newer team members, contributing to the overall success of the team and service delivery.
KEY RESPONSIBILITIES:
Be a friendly and supportive point of contact for all Bytes colleagues seeking support.
Support users through logging Service Requests via the Customer Portal or navigating 'self-help' information via SharePoint sites.
Log and triage all incident tickets, capturing detailed information to support investigations.
Use the online service desk to handle support calls.
Document processes and reference guides.
Support wider IT teams in the delivery of projects where applicable.
Use SCCM, Azure, Cloud Services, VMWare, NetApp, and SQL applications.
Provide a professional and high-quality interface between systems support and its customers, ensuring customers feel assured they will be helped.
Have good knowledge of FreshService and its configuration features.
Be a strong and demonstrable supportive team player.
Provide support on projects and changes across the wider IT team.
Have a good understanding of Bytes hardware builds (laptops and desktops via Microsoft SCCM).
Understand and work with Windows Server environments.
Maintain systems support information and documentation for both end users and within the team.
Provide support and cover to the Service Desk Team Lead.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
(DELETE AS REQUIRED IF ESSENTIAL OR DESIRABLE, REMOVE UNNECESSARY REQUIRENENTs)
Qualifications
Operating Systems – Windows 11, Windows 2019/22
Client Applications – Microsoft Office, Microsoft Teams
Hardware – First Level PC maintenance (replacing memory, hard disks, graphics cards)
Certifications such as CompTIA A+, Network+, or ITIL.
Experience with service desk software and remote support tools.
Knowledge of cloud services and virtualisation technologies.
ESSENTIAL
ESSENTIAL
ESSENTIAL
ESSENTIAL
ESSENTIAL
ESSENTIAL
Additional Qualifications, Skills and Knowledge
Proven experience in a technical support or service desk role.
Strong knowledge of Windows and Mac operating systems.
Familiarity with network troubleshooting and basic network concepts.
Experience with specific software such as Microsoft Office Suite, Active Directory, and remote support tools.
Excellent problem-solving and communication skills.
Positive attitude towards problem-solving and learning new technologies.
Adaptable and flexible in an ever-evolving environment.
Customer-focused and driven to resolve incidents and requests accurately and promptly.
Ability to work independently and as part of a team.
DESIRABLE
ESSENTIAL DESIRABLE
DESIRABLE
DESIRABLE
ESSENTIAL ESSENTIAL
ESSENTIAL ESSENTIAL
ESSENTIAL
Qualities
Articulate, literate, presentable, customer facing & technically astute.
Self-motivated enthusiastic and willing to learn.
Punctuality & good time keeping are essential.
Team Player
Commercial Awareness
ESSENTIAL
ESSENTIAL
ESSENTIAL
ESSENTIAL
ESSENTIAL
Working Hours and Benefits
Working Hours:
The EUC support team covers business hours from 08:00 to 17:30, Monday to Friday.