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Desktop Support Specialist

1 month ago

Glasgow, Glasgow City, United Kingdom Wescot Full time

Desktop Services Engineer Role

We are seeking a skilled Desktop Services Engineer to join our team in Glasgow. As a Desktop Services Engineer, you will be responsible for providing high-quality desktop support to our users, ensuring that incidents and service requests are responded to promptly, and collaborating with other teams to deliver excellent service.

Key Responsibilities
  • Act as an escalation point for user hardware and software-related incidents and service requests assigned to the Desktop Services Team
  • Ensure that all relevant information is captured in our ITSM Tool and the affected customer is kept informed on the progress of their ticket
  • Gather appropriate information from colleagues in order to comprehend issues, queries, or complaints
  • Work to SLA thresholds for incidents and requests, prioritizing and managing workload effectively, managing several open Incidents and Requests simultaneously
  • Work closely and in collaboration with other Cabot Shared Service resolver groups, and external 3rd party application specialists, escalating to appropriate individuals or teams as necessary
  • Provide the appropriate support and guidance regarding IT and InfoSec policies to our colleagues across the organization
  • Ensure that the correct Desktop Services process and procedures are always followed, whilst balancing the needs of our impacted colleagues
  • Providing remote support to colleagues who are currently working from home, or in an alternate office, including following prescribed checks on home workstation setups and reporting findings to line managers
  • Conducting daily checks and BAU monitoring to support our business-critical applications
  • Assisting the creation, update, and validity checking of appropriate knowledge base documentation, to ensure that every colleague receives a consistent approach to resolving their issue/delivering on their requirement
  • Providing appropriate support and cover to the Service Desk and User Administration teams, ensuring continual and efficient support is always provided to the business
  • Ensure confidentiality of all users and customer data
  • Log tickets and track all time spent on resolving issues, in a methodical logical manner
Requirements
  • A recognized qualification in an IT-related discipline, such as: ITIL Accreditation (Desirable) OR Service Desk Institute accreditation (Desirable)
  • Previous experience of providing high-quality desktop support to a large user base
  • Experience with corporate office systems including Microsoft Windows, Office 365, Printers, Desktop/Laptops, and Mobile Devices
  • Understanding and experience of laptop and desktop hardware maintenance
  • Strong analytical skills with excellent attention to detail and high standards
  • Self-motivated and able to work off of your own initiative
  • Ability to hit the ground running and get up to speed quickly
  • Good understanding of the importance of IT management controls, processes, and procedures in the delivery of service
  • Understanding of legislative and regulatory influences applicable to the credit and finance sectors
  • Able to work collaboratively within the team to deliver on accountabilities and responsibilities
  • Excellent communication skills, written and verbal

About Us

We are a contact centre-based business offering a range of financial services to a large number of blue-chip organizations. We work on behalf of a number of banking, utility, telecoms, and retail finance companies whose customers have fallen behind with their repayments. We then work with each individual customer to establish an affordable and sustainable repayment arrangement for the debt to support them to achieve financial health.

We are authorized and regulated by the UK Financial Conduct Authority. We are a member of the Credit Services Association and are proud to be at the forefront in helping to shape best practice standards for the industry.

What We Offer

  • Permanent full-time contract
  • Competitive salary
  • 37.5 hours per week
  • Monday to Friday
  • Loads of great benefits including, discount and cash back on hundreds of high-street shops and private health insurance, plus much more

How to Apply

If you are a skilled Desktop Services Engineer looking for a new challenge, please apply now