Job Description At Wavenet, we pride ourselves on providing exceptional on-site, desk-side support as part of our service portfolio for Costain. We are seeking a Desk Side Engineer to join our team and deliver professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely. This is a client-facing role that requires strong technical expertise, effective communication skills, and a commitment to delivering an outstanding service experience. As the on-premise representative of the IT service function, you will ensure that users feel supported and that issues are resolved efficiently. What You’ll Be Doing Incident Response: Address incidents and service requests escalated from the Service Desk that cannot be resolved remotely. On-Site Support: Provide support for Microsoft Windows 10 desktops, Microsoft Office applications, antivirus solutions, Defender, and encryption. (Training will be provided!) Ownership of Issues: Manage incidents and service requests from assignment to resolution, ensuring clear and timely communication with users. Record Keeping: Update and maintain accurate records in the Wavenet IT Service Management System (ITSMS). Collaboration: Liaise with subject matter experts or other resolver teams as needed, keeping users informed throughout the process. Product Evaluation: Support the evaluation and reporting of new products or applications as defined by the Costain Head of IT. Process Adherence: Follow all documented processes, procedures, and service standards to maintain quality. Escalation Management: Escalate high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager. Professionalism: Maintain a professional and objective approach at all times to enhance the service perception within the Costain user community. What Success Looks Like Timely Call Handling: Efficiently handle calls and accurately resolve incidents requiring advanced technical skills. Clear Communication: Keep service tickets consistently updated with detailed, professional communication. Positive User Feedback: Receive positive feedback from Costain users, establishing clear expectations and priorities. Effective Collaboration: Work collaboratively with the Service Desk and other resolver groups. Continuous Improvement: Contribute to process improvement by identifying and reporting inaccuracies. What We’re Looking For Customer-Focused Attitude: A professional individual committed to maintaining high standards of conduct and presentation. Client-Facing Experience: Someone who thrives in a client-facing environment and understands the importance of service perception. Proactive Problem Solver: An individual with a proactive attitude who can manage multiple priorities effectively. Commitment to Policies: A dedication to company policies, including Equal Opportunities, Health & Safety, and quality standards.