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End User Support Engineer
4 months ago
Please make sure you read the following details carefully before making any applications.
We are unable to offer relocation assistance for this role, so please ensure you are commutable distance from this location.
About Dalkia in the UK:
Jointly owned by EDF and Dalkia, we are a leading technical services group operating nationwide in the UK. Housing key expertise under one roof, we provide specialist technical services in technical facilities management, mechanical and electrical engineering, energy performance contracting and systems integration and digital services.
We leverage the strength of our Group, without losing the personability of a smaller business. We are a people-first culture. In fact, our customers tell us that we build the best people and customer relationships in the business.
With an annual turnover of over c.£600m, c. 4,000 employees and a diverse and inclusive ethos, we are proud to attract great talent, nurturing and inducting our people who embed the Dalkia DNA and apply an innovative mindset across all customer engagements.
With c 80 employees, the Dalkia group centre has HR, Finance, Legal, IT, QSHE and Communications teams supporting our business unit colleagues in these specialisms. We provide technical expertise, governance, policy, guidance, and support to the business units to provide a high-quality service to their own people and their clients. Roles in the centre work closely with Executive team to shape and deliver our strategic goals but also partner with the business functions to embed the values, behaviours, and strategic ambitions.
Summary of the role:
As our IT End User Support Engineer, you will provide dedicated on-site user support to a new and growing sector for Dalkia UK. Helping the business mobilise on a new exciting rapidly growing team supporting the construction and maintenance of new generation of nuclear power stations in the UK.
The aim of this role is to support the expansion and onboarding of new employees/contractors supporting the site. Setting up new accounts, providing hardware and arranging access to internal/3rd party systems and documenting and mapping out support services for this critical business.
You will be required to manage your time to deliver on competing priorities. This is a great opportunity for an ambitious and enthusiastic candidate to progress their career in IT and drive the standardisation of processes and procedures within an evolving and critical part of our business.
Responsibilities :
As our IT End User Support Engineer, you will:
Be responsible for providing pro-active, customer focused IT Support for HPC users and contractors, primarily based onsite at Hinkley Point C but able to travel to support other UK sites when required.
Possess the ability to quickly learn and document new IT Systems and processes. Responsible for creation of Knowledge Base articles to support the service desk and other IT Team members, plus the end user community. Responsible for supporting all IT equipment, Systems and Users for HPC and satellite sites.
Be responsible for configuration/deployment and ongoing support of all Dalkia end user devices and systems, including access to critical 3rd party systems.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions in agreement with the End User Support Team leader.
Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels to the business.
Collaborate and build a support network with other Dalkia IT Team members to ensure an efficient operation of the location’s desktop computing environment.
Understand and document all systems and processes used in the region, to be able to better support the Dalkia UK Business.
Suggest improvement to processes and procedures associated with the deployment and management of IT equipment.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions in agreement with the End User Support Team Leader.
Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels to the business.
Suggest improvement to processes and procedures associated with the deployment and management of IT equipment.
Manage assigned tickets and requests (completing the required number of tickets per week) within agreed SLA’s, keeping customers informed on progress.
Work with the internal Service Desk team to improve call resolution times and improve customer experience.
Maintain the Asset Register (Service Desk System), detailing which items are assigned to which individuals or departments.
Record (log) all requests and incidents in a timely manner, documenting all troubleshooting steps/resolution
Any other ad-hoc duties as required by, and in agreement with, the Head of IT Service team, End User Support Team Leader or IT Management Team.
Behaviours and competencies
Agility
– ability to adapt style and approach to meet different needs and requirements.
Analytical
– able to analyse data, draw out themes/trends to inform data driven decisions.
Commercial Awareness
– understands the importance of managing costs and expense, applying the necessary controls.
Communication
– able to adapt style and approach to enable a diverse audience to connect with the messages and understand the purpose.
Empathy and compassion
– People First always
Discretion and ethics
– mature attitude to managing confidential and sensitive information.
Quick decisions
– based on well-reasoned thinking.
Integrity
Risk Management
– is aware of the impact on risk to the business and applies the necessary controls.
Initiative : Proactively takes ownership of tasks while looking for opportunities to improve processes
Accountability : Takes responsibility for tasks and ensures accuracy and compliance with established procedures
Customer Service Orientation : Shows a customer-centric approach to delivering services, providing timely and helpful support to Dalkia employees.
Team Player : Ability to collaborate and work as part of a team and across the organisation.
Skills and experience:
Excellent Customer Services skills.
Highly experienced 2nd/3rd line support of a Microsoft environment (Win 10/11, Office365).
Excellent all round desktop support skills and experience.
Experience in supporting android mobile devices with Microsoft Intune
Competent knowledge of Service Desk systems
Demonstrable experience of being single point of IT contact within a site including the ability to prioritize and escalate issues to the management team when required.
Mobility – able to travel to remote sites to provide onsite support as and when required.
ITIL Foundation, possess ITIL foundation certification or experience of working within an ITIL environment.
Experience in a similar role within IT End User Support (2nd/3rd Line)
Company benefits:
We pay for professional memberships relevant to your role and invest in our people’s professional development.
Pension Scheme
Private Health Insurance
4 x Salary Life Assurance
25 Days Holiday (increasing on service) PLUS Bank holidays.
Cycle to work scheme.
An electric vehicle scheme – where we help you lease an electric vehicle for a fixed monthly cost
