Deskside Engineer

Job Description

Location: Wakefield (WF1) Contract Type: Permanent, Full Time Hours: 37.5 hours per week Scheduled: Shifts between 08:00 – 18:00, Mon - Fri

What does a day look like for you here?

As our Field Service Deskside Engineer, you will be working for one of our dedicated customer accounts, providing prompt technical diagnosis and resolution for incidents within the desk-side queue. You'll use your technical expertise to deliver on-site technical support and maintenance for hardware and software systems. This includes troubleshooting and resolving issues directly at the customer site, providing immediate assistance to ensure minimal downtime and operational efficiency.

Resolving calls requires skills beyond those of the Service Desk 1st Line Analyst and the remote capabilities of 2nd line Analysts, focusing primarily on the desktop environment. This may involve liaising with subject experts or triaging to another resolver. Whilst resolving issues, you will utilise your exceptional customer service skills to quickly solve issues whilst keeping the customer informed at all stages. All incidents and issues are logged and managed in our service management system, and you will keep an accurate record of all activity throughout each stage of the process.

As an experienced technical support professional, you will use your knowledge and experience to establish clear priorities with our users, validate Service Requests, and escalate certain issues to the Service Desk Supervisor or Customer Service Account Manager for P1 or P2 incidents.

Your role will also involve managing service perceptions accurately within our customer's user community, informing the Service Desk Supervisor of any inaccuracies, and reporting and updating any errors or inaccuracies in documented processes or work instructions to ensure appropriate version and release control.

So, what are we looking for?

Back to that ambition of ours. We want to be the UK's go-to managed service provider. That's where you come in. Ideally, you will have a diverse range of skills including technical knowledge of desktop environments, hardware, and software systems which will enable you to swiftly diagnose and resolve even the most complex issues.

You'll also be a customer service superstar, ensuring our customer and their end users have a great overall experience. Your friendly communication and people skills will make users feel valued and supported throughout the incident resolution process. Your professionalism will be unwavering, guaranteeing an objective approach and accurate management of service perceptions within our customer's user community. Your keen attention to detail ensures that errors or inaccuracies in documented processes or work instructions are promptly identified, reported, and rectified, maintaining impeccable version control.

You should also have:

Previous experience in technical support. Microsoft Windows 10 Desktop and Office proficiency. Knowledge Management article creation experience. Willingness to travel. Valid UK Driving License.

Who are we?

We're a technology business with big ambitions and a friendly northern culture with over 1,000 colleagues. A managed service provider with a passion for delivering business improvements to customers that makes them feel at ease. From cloud-based connectivity to cyber security that creates modern workplaces. We're trusted by thousands to deliver IT solutions that make life simple and productive.

We don't just focus on our customers; we also spend time investing in our colleagues and aim to be as people centric as possible. We do this by fostering an inclusive and supportive culture where our colleagues feel valued and appreciated. In fact, in our most recent Colleague Engagement Survey, 90% agreed that their manager genuinely cares about them as a person and consistently takes an honest and open approach to communication.

Did we mention the perks?

Daisy isn't just a great place to work, from day one, you will have access to a wide range of excellent benefits. You'll receive a generous annual leave allowance, access to our Daisy Grow training platform , discounted health plans with eye care schemes, robust health & wellbeing programmes, in-house Wellbeing Team , extensive discounts system and enhanced family friendly policies.

We want you to have the best work-life balance possible which is why you will also receive 1 additional day of annual leave for each year you are with Daisy with a balance of up to 30 days. Birthday? Wedding? No problem, you get one free day of leave to enjoy these special events, on us

Your benefits will include:

Annual Leave :Kick off your Daisy journey with a generous annual leave allowance starting at 25 days. You'll watch it increase 1 day per year up to 30 days, as a thank-you for dedication to us. Birthdays & Weddings: Celebrate in style You'll receive one free day of annual leave for your birthday and wedding so you can really enjoy these special moments. Learning & Development: Want to go further? So do we, that's why "Develop Our People" is one of our company values. You should have every opportunity to develop your skills and reach your goals. From day one, you will have access to our internal Daisy Grow learning platform and Apprenticeships to customise your development journey and achieve your career aspirations. Health & Wellbeing: We know that good health and wellbeing contributes to an overall better quality of life. That's why we are giving you instant access to discounted health plans, virtual GP services, eye care scheme, employee assistance programme and an internal Well Being Team. Discount Platform: Who doesn't love a good deal? You'll be provided immediate access to our internal discount platform, The Exchange. The Exchange will be your new home for discounts with over 1,200 retailers, benefits and ongoing recognition.

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