Your new role

The successful candidate will have the opportunity to become part of a professional IT department where you can experience both support and development lifecycles. You will work with amazingly talented people in a growing and progressive team. Although in a support role you will have the opportunity to work on new projects driving our business forward and improving the service IT provides to the DFS group companies.

Whilst you will primarily provide remote support we encourage a close working relationship with our Head Office, store, factory and supply chain colleagues. Site visits and face to face support with our colleagues are fundamental to the way we work.

A day in the life of...

The Service Desk Engineer will provide end user support to desktop, laptop, tablet and mobile device users. This will include fielding user queries (via telephone, email, and face to face) logging tickets and where necessary following escalation processes, user account creations, and keeping documentation current. Incidents and requests will be handled and tracked according to IT and company standards.

The role will also include onsite as well as external training, for systems used within the organisation, and as part of a wider team development plan.Your Responsibilities

- Provide an excellent first point of contact within IT for all enquiries
- Record, prioritise, assign and manage all requests and incidents reported to the Service Desk
- Manage customer expectations and communications via telephone, email and face to face
- Escalate to other team members or other departments where appropriate
- Recording and tracking project issues and escalating to the necessary project teams
- Documenting new processes, amending and proposing new documents
- Keep pace with technology advances across the organisation and the wider market
- Adhere to company IT Policies and Procedures at all times

In an ideal world...

• Educated to at least BTEC National Diploma level with 12 months previous experience in a Helpdesk or Service Desk support role providing end user support, ideally in a retail or other fast past environment.

   

  You will have excellent customer service skills and an ability to communicate technical information to colleagues with a varied level of technical knowledge from all levels within our organisation. In addition, strong organisational skills, the ability to multi-task and have demonstrable knowledge of IT Service Delivery best practices.  
  At a technical level, we require experience in all of the following: 
  
  - Active Directory user administration
  - Windows 7, Windows 10 
  - Anti-virus
  - Remote desktop / VNC
  - Print management
  - Jira suite (or other recognised ITSM platform)
  - Basic hardware diagnostics/triage
  - Google Gsuite experience, OSX skills, Android, ChromeOS and ITIL certification would be particularly beneficial.
  
  At a personal level, we are looking for an individual with the following attributes:
  
  - Disciplined, organised and punctual
  - A motivated team player
  - Strong communication skills
  - Excellent problem solving skills
  - A willingness to learn and grow

Pay and Perks

Working for DFS you can expect a competitive salary but we also offer a range of great company benefits that include: -

- Contributory pension 
- Staff discount for you and your immediate family
- Life assurance
- Sharesave Scheme  
- An Employee Assistance Programme, a free confidential service that offers you expert advice, information and support on many of life’s challenges
- A fantastic lifestyle scheme, a fantastic way to save money with a whole host of retailers, from holidays to electrical goods, cinema vouchers and your regular food shop. 

Sofology