2nd Line Helpdesk Engineer

Metro Rod; Milton Keynes; On-site; GBP 40,000 - 45,000; Full time

Job summary

A leading company is seeking a Senior Service Desk Analyst to provide end-user desktop support across multiple locations. The ideal candidate will have a minimum of 3 years of experience in IT support, strong problem-solving skills, and a customer-focused approach. You will work with various technologies including Windows, Exchange, and Office environments, ensuring high-quality service delivery. The role offers a supportive environment with opportunities for career progression and a range of benefits.

Benefits

25 days annual leave

Company Pension

Group Life Assurance

Cycle to work scheme

Company Events

Laptop / Company Mobile

Employee Assistance Programme

Occupational Health Support

Qualifications

• Minimum 3 years of end user support.
• Exceptional experience with MS Office Suite including installation and troubleshooting.

Responsibilities

• Provide Level - end-user desktop support to multiple users.
• Resolve incidents and requests in a fast-paced environment.

Skills

Problem Solving

Communication

Customer Service

Tools

Microsoft Operating Systems

Azure

Intune

Exchange Online

SharePoint

PowerShell

Job description

Franchise Brands PLC

Milton Keynes

Full time permanent

The schedule is Monday - Friday with shift patterns of 8am - 4pm and 10am - 6pm

Salary £40-45K DOE + benefits

Franchise Brands is an international, multi-brand franchisor focused on building market-leading businesses primarily via a franchise model. The Group currently has a combined network of over 625 franchisees across seven brands in the UK, North America and Europe.

We own several market-leading brands with established trading histories: Metro Rod, Metro Plumb, Willow Pumps, Filta, and more recently, Pirtek in Europe - all of which benefit from the Group’s central support services, in particular; Franchise Support, National Sales / Account Management, Information Technology, Marketing, Finance, Recruitment and HR.

In our experience no one system has the same requirements, and we like to provide a solution that suits the franchise business. Our customised modules cover the franchisee journey, which we call ROME. This stands for Recruitment, Onboarding, Management and Exit. The RO and E are core to all franchise businesses and is broadly the same for each. The key to the running of the franchise and ensuring franchisees follow the system is the M which differs depending on the type of franchise. There are also aspects within this area that are key to any business such as finance, reporting, compliance and marketing - but there are also elements that depend on the type of franchise such as job scheduling, rotas, vehicle management, class management, online booking, ordering and payments, automated quotes, mobile apps and much, much more.

What does it entail?

We are seeking an enthusiastic, personable and qualified Senior Service Desk Analyst with proficiency in a range of technologies and highly adept problem-solving skills to join our amazing team of Technologists. In this role, you will provide end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office environments.

The successful Senior Service Desk Analyst will “see the world through the eyes of the customer” delivering world-class desktop support and end-user server administration for all client issues while responding to Level - service tickets in a fast-paced environment.

• Provide Level - end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office environments.
• “See the world through the eyes of the customer” delivering world-class desktop support for all client issues while responding to Level - service tickets.
• Action daily midlevel to advanced infrastructure support incidents.
• Resolve incidents and requests.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM).
• Contact third-party vendors for warranty service repair.
  
  

What experience are we looking for?

• Minimum 3 years of end user support.
• Microsoft Operating Systems such as Windows, Microsoft Office - along with exceptional experience MS Office Suite including Office installation and administration, configuration and troubleshooting.
• Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint.
• Proficiency in implementing and managing conditional access policies in Microsoft Azure Active Directory.
• Basic PowerShell experience, copy/paste and writing/deploying.
• Able to troubleshoot/understand cyber-security concepts, multi-factor authentication (MFA), anti-virus/anti-malware, software firewall, web filtering.
• Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
  
  

What other skills and behaviours are we looking for?

• A positive and proactive approach
• Strong communication skills
• Commercially astute and focused
• Collaborative and open approach
  
  

What do you get?

• 25 days annual leave - plus bank holidays
• Company Pension
• Group Life Assurance
• Cycle to work scheme
• Additional Paid Leave / Special Leave
• Company Events
• Laptop / Company Mobile
• Travel subsidy / mileage
• Free Eye Tests / Subsidy for Glasses
• Employee Assistance Programme
• Occupational Health Support
• Employee Discounts Platform - Sodexo
• Commitment to Career Progression, Training, Learning and Development.