Ref599FunctionTechnologyLocationScotland | AyrshireEmployment typeFull-timeSalary£28,000-£30,000Closing date31/05/2024Description IT Service Desk Engineer - Scotland Full-Time, Permanent Sutton Coldfield - Birmingham About Us At Dignity, we're not your average end-of life service provider; we aspire to be the most trusted and valued companion during life's challenging moments. Our vision extends beyond offering services - we aim to inspire and reward our dedicated team. Our core mission is helping people say their goodbyes, remember, and celebrate lives with moments of closure and connection. Whether you're planning ahead or dealing with the unexpected, we've got you covered. As the way we mourn evolves, so does our strategy; we adapt to changing needs, especially in at-need funeral services. Our success stems from our exceptional team, their dedication, and our commitment to responsible business. The Role As a Service Desk Engineer, you will act as the first point of contact for Dignity staff that report issues and faults to the IT Service Desk. The primary objective of the role is to provide a first- time resolution, where possible, to the issue or fault being reported. This may be achieved by troubleshooting and diagnosing at the first point of contact, escalating to other specialist teams within the IT Department or undertaking a site visit. Let's take a closer look at what your day-to-day will look like: KEY RESPONSIBILITIES Dealing with incoming issues and faults in a professional, courteous manner over the phone, via email, in person or via any other method, providing first-time resolution where possible by conducting full and thorough diagnostics. If required, attend any Dignity location to undertake technical work, take remedial courses of action, carry out site surveys etc. Claiming and maintaining ownership of issues or faults reported that cannot be resolved 'first time' and act as the main point of contact for Dignity staff, providing timely updates and ensuring the issue or fault is given the correct level of priority and attention. Providing timely and effective updates to ensure issues and faults are progressed and cleared to high levels of customer satisfaction. Identifying and escalating repeat issues, service risks or incidents into IT Management teams. Communicating clearly with peers, other Dignity employees, suppliers, customers and relevant third parties with regards to issues, obstacles and progress. Report progress or obstacles to IT Management as requested. Keep updated with latest technologies by attending conferences and seminars where appropriate to keep up to date with the latest developments in the sector. Ensure compliance with relevant standards, including ISO 27001 & 22301 and PCI. TECHNICAL SCOPE End-user computing (including PCs, other network devices, peripherals and imaging technologies) Site telephony (including physical lines, broadband or associated technology, VoIP and call routing). Mobile telephony solutions, including device management. Other telephony and end-user computing solutions deployed by Dignity. All software deployed by Dignity, including commercial, bespoke and internally developed solutions. Must haves we're looking for in experience for this role: Experience of working in a service desk/help desk environment Must be able to demonstrate a 'customer first' approach to support A willingness to "own" a problem through to resolution Ability to manage and work collaboratively with third party suppliers Sound knowledge of capabilities and application of major technologies Experience of working with relevant industry leading security standards and legislation, e.g. ISO27001, ISO22301, PCI Security Standards Good computer skills with some relevant experience/self learning to the role Experience with any service desk systems is advantageous Full UK driving licence (use of own car required) A positive and encouraging attitude to change. Excellent problem-solving, communication skill and attention to detail Ability to learn new skills quickly Ability to work independently or as part of a team. Ability to perform well under pressure, efficiently and effectively with minimal supervision. What you get from us: £28,000 - £30,000 per annum 22 days holiday bank holidays Pension Scheme X2 Life Assurance Company discounts What are the next steps? To be considered for this role, please submit your application via the 'apply' button, where a member of our talent acquisition team will review your application. Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR). Please note in accordance with our pre-employment checks, all roles will require a criminal record check and further enhanced checks may apply. Certain roles will be subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy). Further details will be explained to you throughout the recruitment process. Equality, Diversity and Inclusion Statement Our Vision is to connect with our clients, colleagues, company, and communities based on our principles whilst celebrating our differences. We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed, and bold action to promote inclusion and belonging. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable. We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.