About The Role

We are looking for a skilled, customer-focused IT Service Desk Engineer to provide first-line technical support for hardware, software, and network issues. You will troubleshoot problems, ensure timely resolutions, and maintain high user satisfaction. Strong problem-solving skills, effective communication, and a passion for technology are essential.

The ideal candidate can handle complex technical issues, manage escalations, and collaborate with IT teams to align service desk operations with business needs. This role offers excellent career growth opportunities within a dynamic global team.

Main responsibilities:

Respond to and resolve service desk tickets promptly, following SLAs.
Provide first-line support for hardware, software, and network issues.
Document issues and resolutions to build a knowledge base.
Ensure customer satisfaction through clear communication and updates.
Help improve self-service portals and knowledge bases for users.
Collaborate with IT teams to ensure smooth issue resolution.
Escalate critical issues when necessary.
Participate in training to enhance technical skills.
Monitor and improve personal ticket resolution times.
Suggest process improvements based on user feedback.

In addition to any other duties, as a responsible person you must ensure that you have read, understood and adhere to polices and procedure relating to Health and Safety, and your responsibilities located in the Integrated Management System (IMS)Responsibilities document.

What Wren Offer:

Hybrid working with equipment provided
Personalised progression plan with clear career opportunities
Individual training budget for personal development
Employee assistance programme
Regular social events
Staff discount on purchasing a kitchen after 1 year of continuous employment!
Free annual eye tests as well as a contribution to new glasses
Refer a Friend Scheme with the chance to earn up to £1500 for each referral
Quarterly bonus scheme
Free access to our onsite gym
Subsidised meals in our two fantastic restaurants
Free onsite parking

About You

Mandatory

Proven ability to professionally and promptly resolve customer issues via phone, email, or in person for a positive user experience.
Experience troubleshooting common IT issues with hardware (desktops, laptops, printers) and software (Windows, macOS, Microsoft 365).
Knowledge of Active Directory (AD) for managing user accounts and security policies.
Able to explain technical issues in simple terms to non-technical users and collaborate with team members for fast resolutions.
Strong customer-centric attitude, remaining patient and professional with users.
Works well with IT teams and escalates complex issues when needed.
Dependable in meeting response times and SLAs, ensuring user satisfaction.
Skilled at managing multiple tasks and prioritizing based on urgency and impact.

Desired

Certifications in ITIL, Microsoft, or other relevant IT areas.
Experience with Jira is preferred, but training will be provided.
Experience with remote and hybrid work environments.
Familiarity with self-service portal technologies.
Knowledge of continuous improvement methodologies such as Lean or Six Sigma.

About The Company

Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work!

This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!

Location

Apply

Other jobs like this

Similar