IT Support Engineer | Flexible Hours & Service Desk

AWD online; Birkenhead; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

Civil Service Pension with employer's

Flexible working hours

Annual leave + holidays

Professional development support

Retail discounts

Volunteer days

Sports and social club

Death in service

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver hands-on technical support, resolve incidents and manage requests to keep colleagues productive and secure.

Based in Birkenhead, this full-time role involves 1st/2nd line support, asset records, and collaboration with vendors and stakeholders; a Security Check and occasional travel to other sites may be required.

Qualifications

• ITIL Service Management Foundation accreditation or willingness to study.
• Knowledge and experience of working in an IT environment and IT incident management.
• Experience dealing with Windows-related incidents in a business environment.
• Knowledge of IT infrastructure, end-user IT services and the technology that underpins them.
• Ability to deliver excellent customer support through a Service Management Framework.
• Ability to collaborate across multiple functions when new processes or procedures are introduced.
• Able to undertake physical activity associated with moving IT equipment.
• Successful candidates must undergo a basic (or equivalent) criminal record check.

Responsibilities

• Incident and Request Management: Resolve local infrastructure incidents and assigned support requests, escalating appropriately and working to Incident Management, ISO20000 and service management processes
• Technical Support: Diagnose and resolve issues affecting local systems, applications, infrastructure and end-user services
• Asset and Documentation Control: Maintain accurate IT asset databases, technical documentation, problem records, change records and management information
• Hardware and Software Administration: Install, configure and administer hardware and application software components
• Stakeholder and Supplier Liaison: Work with stakeholders, software vendors, third parties and partners to support change and problem resolution
• Projects and Service Transition: Provide technical advice for local IT projects and help new services transition effectively into business-as-usual support
• Office and Cross-Site Support: Assist with IT equipment relocations and provide remote or on-site support to other offices, including regular travel that may require overnight stays

Skills

ITIL awareness

Incident management

Windows support

Service desk

Customer focus

Collaboration

Physical activity handling equipment

Job description

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver hands-on technical support, resolve incidents and manage requests to keep colleagues productive and secure.

Based in Birkenhead, this full-time role involves 1st/2nd line support, asset records, and collaboration with vendors and stakeholders; a Security Check and occasional travel to other sites may be required.