Service Desk Engineer Stoke-on-Trent

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Company Name: Colten Care

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, full training is provided for all candidates experienced or not

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: Dependant on Experience
• Flexible working hours between 8am - 5pm (Monday to Friday)
• Opportunity to 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.