Desktop Support Engineer

Genuit Group; Stonehouse; On-site; GBP 25,000 - 35,000; Full time

Job description

Closing Date for Application:
Thursday 24/04/2025

Role Purpose

The Support Desk Analyst role is the primary contact for technical support as part of the Genuit Group Service Desk. Providing onsite user, application and hardware support for all IT problems and issues from diagnosis to resolution.

The primary objective for the role is to maximise end-user productivity, through effective management and resolution of incidents and the timely fulfilment of service requests, maintaining our agreed service levels.

Organisation structure

Reports in to Support Desk Manager.

Essential Duties

• Diligently recording reported faults, queries, and service requests, correctly categorising these within our ticket and knowledge systems.
• Identifying, diagnosing, and resolving reported technical issues and faults, escalating to resolver groups where necessary to maintain service levels.
• Providing support and advice on appropriate solutions, workarounds, and essential security.
• Assisting in the identification, analysis, and escalation of problems, owning through to resolution.
• Meeting SLA in delivering effective request fulfilment.
• Maintaining and updating systems, applications, hardware and platforms.

Capabilities

• Works under general direction and uses own discretion to identify and respond to complex issues and assignments, escalating when necessary to appropriate parties.
• Understands and collaborates with customers, suppliers, and partners, analysing and representing their needs in the pursuit of service excellence.
• Applies a methodical and analytic approach to issue identification and resolution, in a range of work environments, both complex and non-routine.
• Demonstrates effective application of technical and organisational knowledge, whilst being appreciative of the wider business context.
• Plans, schedules, and effectively monitors own work, delivering on deadlines, and to agreed standards.
• Effectively uses applications, systems and tools to carry out maintenance tasks, collect statistics.
• Demonstrates effective communication skills, using level appropriate methods, language, and tooling.
• Contributes to the development and updating of procedures, standards and continual service improvement.

Core competencies

• Foundational knowledge of ITIL best practice principles.
• Incident Management
  • Following agreed procedures, identifying, and categorising incidents and events.
  • Gathering information and participating in effective incident resolution, allocating responsibilities as appropriate.
  • Maintaining records, communicates, and advises on action taken.
• Problem Management
  • Investigating problems in systems, processes, and services.
  • Assisting in the creation and implementation of remedies and preventative measures.
• Systems and Applications
  • Provisioning and configuration of end user compute, PC, printer, laptop, and mobile devices following agreed procedures and quality standards.
  • Recording all assets installed or removed, maintaining effective configuration management.
  • Effective in the installation, update and configuration of software and licences.
  • Diagnosing application faults and remediation.
  • Must hold a valid full UK driving license.

Here at the Genuit Group we recognise and develop the contribution our people make to the Group's success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.