End User Support Engineer

We’re looking for a proactive and customer-focused 1st Line Support Engineer to join our dynamic Service Desk team, supporting the delivery of our newly launched On Demand Service Desk offering.

This innovative service is designed to provide comprehensive IT support, combining reactive incident resolution with proactive change management. You'll play a key role in enhancing the end-user experience by supporting employees' onboarding, managing Microsoft 365 environments, and working in partnership with our customers’ internal IT teams.

This hybrid role follows a 07:00 – 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays.

Day to day, you will:

• Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution.
• Diagnose, troubleshoot, and resolve end-user issues in accordance with agreed Service Level Agreements (SLAs).
• Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration.
• Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates.
• Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions.
• Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency.
• Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution.
• Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels.

To succeed in this role, you should have experience with Active Directory, Office 365 administration, Microsoft Intune, Microsoft Teams, Group Policy, and basic network and hardware diagnostics. Knowledge of anti-virus tools, end-user security, and Service Desk procedures, like new starter processes, is also important. Familiarity with the ITIL framework or its principles is a strong advantage.

Benefits:

Joining our team comes with a range of benefits designed to enhance your work experience and well-being:

• Time to relax with 25 days' holiday (pro rata for part-time employees), plus bank holidays. You will also have the option to buy or sell 5 days' leave each year
• An additional paid day to celebrate your birthday with family and friends
• Life assurance coverage at 4 times your annual salary
• From day one, you’ll have access to Medicash, our healthcare cash-back plan, and after two continuous years of service, have the option to join our private medical scheme
• Access to ongoing training and development opportunities to help you grow in your career
• Enhanced maternity, paternity and adoption pay after two continuous years service
• Confidential counselling and support services to help you navigate life's challenges
• Salary sacrifice schemes to support you in saving for retirement or purchasing an electric car or bike
• Engage with your colleagues through team-building activities and events.
• Get prime view seats for the price of a standard ticket at the AO Arena, with guaranteed seats and access to a private bar.

REF-223 524