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Service Delivery Engineer

2 months ago

Cumbernauld, United Kingdom William Grant & Sons Full time

Job Introduction

William Grant & Sons are currently seeking a Service Delivery Engineer for a 12-month fixed term contract, to provide high quality second line engineering support to the business, managing calls assigned to the central IT Service Desk, resolving IT calls and service requests within Service Level Targets to the required standards.

Main Responsibility

To provide high quality second line engineering support to the business, managing calls assigned to the central IT Service Desk, resolving as many IT calls and service requests as possible within Service Level Targets Act as a single point of contract for the first line service delivery analysts, providing support and technical expertise, support to system end- users upon escalation, logging, updating and resolving calls within agreed service level targets and escalating to other teams as appropriate to meet business targets Proactively share knowledge with peers, other team members including creation, updating and documenting procedures and solutions to defined standards Suggest/contribute to ways of improving existing tasks and processes using current technology to support a culture of continuous improvement Ensure that all calls are logged in the Service Desk with the relevant service level target applied Carry out system/staff Adds, Deletes and Transfers in line with existing processes Engage, and establish successful relationships with end- users, identifying ongoing opportunities for improving the User experience and maximising customer service

Our Ideal Candidate

Previous experience of and ability to support: Microsoft Active Directory, Microsoft Exchange \ Outlook, Server and Microsoft Office environment Previous experience in Microsoft MCP, CompTIA+ and hold one or more relevant industry qualifications: Microsoft Fundamentals, Microsoft MCNA , CompTia Strong communication and interpersonal skillsLogical thinker with strong analytical, problem solving and organisational skills Demonstrates ability to work cooperatively alongside others to deliver team targets Comprehensive hands-on experience in technical development and delivery, using industry recognised tools and methodologies

What we can offer you

We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan. Our employees enjoy a generous holiday entitlement and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement. Private Healthcare and Doctor@Hand (remote GP service). Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice. Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.  Our Life Assurance cover is a multiple of eight times your annual basic salary. Product allocation so that you can enjoy our fantastic portfolio of brands. Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost. Every employee has the opportunity to claim up to £1, per year for a charity or charities for which they have raised money, volunteered their time or personally donated. Learning resources to help you be your best self.