IT Service Desk Engineer

Westcoast Limited; Reading; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Gym access

25 days holiday

Employee referral programme

Wellbeing services

Training & development

Job summary

Westcoast Limited is seeking a full-time IT Helpdesk/Service Desk professional to join our UK IT team at Andover with occasional travel to Theale near Reading. You will be the first line for user support, triaging issues, and coordinating with the broader IT department.

The role focuses on resolving hardware and software faults, providing face-to-face and remote support, and ensuring SLAs are met. Training and development opportunities are offered within a Sunday Times Top Track 100 business.

Qualifications

• Experience delivering first line IT support across business systems.
• Familiarity with Windows OS and Office 365 environments.
• Knowledge of Active Directory and ticketing tooling.
• Ability to troubleshoot hardware and software issues on desktops and laptops.
• Strong customer-focused communication and professional discipline.

Responsibilities

• Triaging and assigning support calls for the wider IT team and providing first line support for Microsoft operating systems and applications as well as other vendor software
• Providing face to face and telephone support for users across the group
• Ensuring all faults are progressed and cleared within Service Level Agreements - escalating to other internal and external teams as appropriate
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the user informed of progress
• Diagnosing and resolving problems to the user’s satisfaction, either remotely or in person
• Sharing knowledge with colleagues

Skills

Networking

Databases

User support

Microsoft OS

Office 365

Active Directory

Remote support tools

Ticketing systems

Communication

Education

IT qualifications or certifications

Job description

Here at Westcoast, we are responsible for distributing some of the best-known global IT brands to resellers, retailers, and other organisations in UK and beyond. We’re an innovative business which thrives on teamwork and the potential of our people. Join us and turn your passion into a rewarding career!

What is the role?

The role is full-time (37.5 hours per week) and based at our largest warehouse site at Andover Business Park. Travel to our office at Theale, near Reading will be required from time to time. Our service desk operates from 08.00 to 18.00, you may be required to alternate shifts between these working hours.

The IT department is responsible for maintaining and developing Westcoast’s IT systems as well as providing efficient hardware and software support across the business. The department aims to resolve any IT-related faults quickly and efficiently. As the business continues to grow, we are looking to expand our support team to enable the continuation of the level of services to its users.

If you join us, this is what your day to day will look like:

You will provide first line IT support across all areas of the business as part of the Service Desk team and you will be responsible for triaging and assigning support calls for the wider IT team as well as providing first line support for Microsoft operating systems and applications, as well as other vendor software. Hardware support includes imaging/troubleshooting and fixing desktops/laptops. Face to face and telephone support for users across the group is also required for a range of hardware and software issues.

Key Responsibilities

• Triaging and assigning support calls for the wider IT team as well as providing first line support for Microsoft operating systems and applications as well as other vendor software
• Providing face to face and telephone support for users across the group
• Ensuring all faults are progressed and cleared within Service Level Agreements - escalating to other internal and external teams as appropriate
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the user informed of progress
• Diagnosing and resolving problems to the user’s satisfaction, either remotely or in person
• Sharing knowledge with colleagues

Is this the role for you?

To be successful in this role you will have some of the following skills and experience, and the desire to develop in other areas:

• Technical experience with systems networking, databases, and user support
• Experience providing support with Microsoft operating systems and Office 365
• Experience working with Active Directory
• Experience with remote support tools and ticketing systems
• Able to communicate effectively with both technical and non-technical users
• Demonstrate excellent service desk ethos, organisation, record keeping and professional discipline
• Formal IT qualifications would be advantageous

What will we do for you?

This is an excellent opportunity to develop your knowledge and understanding of the IT industry, build a career with a Sunday Times Top Track 100 business and develop strong, long standing industry relationships.

• Growth Opportunities: We offer training and development opportunities to help you reach your full potential. Whether it’s funded apprenticeships, work-based studies, or professional qualifications, we’ve got you covered.
• Generous Benefits Package: Starting salary £28,000. Enjoy 25 days of holiday, employee referral bonuses, perks and discounts. (Theale only – New fully equipped gym available 24/7).
• Wellbeing Support: Access to Westcoast Wellbeing services including mental health counselling, virtual GP services, physiotherapy, life insurance, eye care schemes, and more.
• Community & Connection: Our teams enjoy social and charitable events throughout the year, fostering a strong sense of belonging.