IT Service Desk Engineer – to £30k plus strong benefits package

• Do you want a career with a company who value and work with their staff to build strong career paths?
• Do your personal skills match your technical prowess?
• Do you have a natural positive problem-solving personality?
• Is service for IT solutions something you feel passionate about?
• Have you been working in an IT Service Desk role for at least 12 months?

If you can say yes to all the above points, then read on, this is an opportunity to build an IT career with a well respected and strong company who work hard to ensure employees have a strong career path and find the company a great place to work.

My client is a class leading UK business who have a seven-year order book, so they are strong and good at what they do. This role is ideal for someone with a good IT education with experience of working in a structured IT support team.

What will you be doing?

The role is based in Cardiff working as part of a larger UK IT team. You will provide in person and telephone IT technical assistance to my client’s internal customers in the Cardiff Office. You will be working as part of a service desk handling IT Tickets promptly, ensuring seamless operations by diagnosing, troubleshooting and resolving hardware and software problems.

Activities

• Providing excellent customer service via in person support, over the telephone, email and the Service Desk system.
• Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
• Provide user support and coaching for end-users utilising business systems. 
• Maintaining a rapport with customers by understanding their role within the organisation.
• Collaborate with the wider IT team based in other locations via phone, email, or meetings to ensure that support on site is provided to the required standards. 
• Occasional travel to UK Head Office or other sites may be required for training and support purposes.

What skills and experience do you need for the role?

This is a colleague facing role where you often be the face of the IT team. Therefore, your personal skills in how you communicate and deal with colleagues who have IT problems is just as important as your technical skills. These personal skills should include the following.

• Good communication skills whether on the phone, in-person or in virtual meetings.
• Strong skills in documenting problems or solutions.
• High degree of tenacity in solving problems in a logical and professional manner.
• Ability to handle situations where colleagues may be feeling stressed about their IT issues.
• The ability to prioritise the most important and impactful incidents or requests.
• A natural confident, assertive and positive professional manner.

You should have a solid education that includes a minimum of GCSE level 5 or above in English and Maths, ideally you will have an A Level, BTEC or a degree in IT.  Your technical experience should include the following.

• A minimum of 12 months working in an IT Service Desk or IT Support Team
• Solid skills within the Microsoft operating environment including Active Directory and Exchange.
• An understanding of ITIL processes and controls and experience with Service Desk Ticketing systems.
• Experience with remote desktop.
• Knowledge of DHCP, DNS and VPNs.
• Knowledge of smartphone and mobile device support.

What is in it for you?

Not all jobs are with financially strong companies who care about making their working environment a great place to work. This is the opportunity to build a career, and yes, they help with that too, within a bigger IT team where they like to promote within rather than hire in new staff. As well as a good salary, there is a strong benefits package.

Life Assurance - 4x salary, after 3 months of service.  

Pension Scheme - Company contributions up to 10% if employees contribute 5%. Pension contributions are made through salary sacrifice and the company re-invests the NI savings into your pension fund. 

Loyalty Growth Units - A scheme rewarding our collective efforts if we hit our profit targets. Think of it like a long-term bonus pot! Eligible for employees with 6 months service. 

Holiday - 33 days holiday (including bank holidays) plus an extra day after 10 and 20 years. Option to ‘buy’ up to an extra 10 day’s holiday.

Great Place to Work® - ranked for as one of the UK’s Best Workplaces™ since 2018, one of the UK’s Best Workplaces for Women™ since 2021, and one of the UK’s Best workplaces for Wellbeing™ since 2022.

Long Service Awards - We reward loyalty with additional holiday at 10-, 20- and 30-years’ service, and gift voucher awards at 15 and 25 years.

Family Friendly Policies - We offer enhanced maternity pay (12 weeks at 100%, 14 weeks 50%), paternity pay (2 weeks at 100%) and adoption (to match maternity/paternity) pay, after 6 months service.

Flexible Benefits - Including private healthcare for you and your family, discounted gym

memberships, the ability to purchase cars, bikes and more.

Flexible Working - Including options such as flexitime and hybrid working. 

Learning & Development - Investment in people, offering technical and professional development and qualifications, personal development and leadership and management development. 

This is a great career building opportunity, not all companies care as much as this one.