Deskside Engineer

Creditsafe; Cardiff; On-site; GBP 30,000 - 45,000; Full time

Job summary

Creditsafe recherche un Ingénieur de l'Expérience Client Interne pour assurer un environnement technologique efficace. Ce poste implique le soutien technique, la gestion des tickets IT, et le déploiement d'équipements informatiques, tout en promouvant une excellente expérience pour les employés. Si vous êtes passionné par le service client et l'amélioration continue, ce rôle est fait pour vous.

Benefits

Company Laptop supplied

Bonus Scheme

Cycle to work and Wellbeing Programme

Global Company gatherings and events

E-learning opportunities

Qualifications

• Expérience dans un rôle de support technique ou de service à la clientèle.
• Capacité à résoudre des problèmes de matériel et de logiciels.
• Compétences en communication et en documentation nécessaires.

Responsibilities

• Déployer des ordinateurs et assurer un support technique.
• Gérer les tickets IT en utilisant des meilleures pratiques ITIL.
• Travailler en collaboration avec d'autres équipes IT et partenaires.

Skills

Proficiency in computer and network hardware

Outstanding customer service

Communication skills

Experience in deskside support

Knowledge of telephony systems

Education

ITIL certification or awareness

Windows 10/11 training and certification

Tools

Microsoft Windows Operating Systems

IT Help Desk Software (e.g., Assyst, ServiceNow)

Apple Mac support

Job description

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As the Internal Customer Experience Engineer at Creditsafe, you will play a pivotal role in ensuring a seamless and efficient technology environment for our staff. Reporting directly to the Service Delivery Manager, you will be responsible for delivering top-notch customer support, resolving technical issues, and fostering a proactive approach to IT service. This role is crucial in maintaining the functionality and security of all company devices and systems, ultimately enhancing the overall internal and external customer experience.

KEY DUTIES AND RESPONSIBILITIES

• Computer Deployment: Build and deploy computers to staff as needed, ensuring they have the necessary tools to excel in their roles.
• IT Ticket Management: Log and take ownership of IT tickets using ITIL best practices, providing timely resolutions.
• Technical Troubleshooting: Diagnose and resolve issues related to supported Windows Operating Systems, software, and user administration services.
• Communication and Liaison: Act as a bridge between staff, the IT department, and third-party vendors to effectively resolve issues and maintain strong collaboration.
• Documentation: Maintain detailed records of issue resolutions using SharePoint and Confluence for future reference.
• General IT Administration: Handle various administrative tasks related to technology and IT equipment.
• Collaborative Teamwork: Work closely with other IT teams when necessary to address problems and support project initiatives.
• Standards and Processes: Contribute to the development and adherence of IT standards and processes, ensuring consistency and efficiency.
• Technical Assistance: Provide technical assistance and strive for first-time fixes for IT incidents and requests.
• Server Room Support: Offer remote hands-on assistance in server rooms when required, ensuring the reliability of critical infrastructure.
• Service Desk Support: Be available to take calls and address queries on the service desk when needed.
• Continuous Improvement: Actively identify areas for improvement and promote best practices within the IT department.

The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.

SKILLS AND QUALIFICATIONS

• Proficiency in computer and network hardware, including peripherals and printers.
• Experience in mobile phone setup, issuance, and support.
• Outstanding customer service and communication skills.
• Previous experience in a deskside support role.
• Familiarity with IT Help Desk Software (e.g., Assyst, ServiceNow, Azure DevOps) and CMDB solutions.
• Experience in supporting Microsoft Windows Operating Systems.
• Knowledge of telephony systems, preferably 8x8.
• Apple Mac support capabilities.
• Office and Intune Administration knowledge.
• Familiarity with Windows Server (+) and support for AWS and Azure VMs.
• Windows 10/11 training and certification.
• ITIL certification or awareness.

BENEFITS

• Company Laptop supplied.
• Bonus Scheme.
• Cycle to work and Wellbeing Programme.
• Global Company gatherings and events.
• E-learning and excellent career progression opportunities.