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Desktop Support Engineer

Salary Details:
Competitive Salary plus a Quarterly Bonus
About The Company
Wren Kitchens is the UK's number 1 kitchen retailer! Wren is a privately-owned, family-run business which is passionate about kitchens and delivering a world-class customer experience.  In the financial year of 2019 we recorded revenue of £700m.

We’re proud to say that we manufacture all our kitchens out of three, state-of-the-art factories, here in the UK. Wren is famous for having the biggest range of kitchens. We provide tailored kitchens at DIY prices. And with the largest range of colours and styles, Wren provide the creative freedom to inspire customers and build their dream kitchens.
In 2019 Wren was proudly named #1 top-rated retail workplace in the UK. In addition to this, The Telegraph recognised us as the fastest-growing bricks and mortar retailer and the Sunday Times ranked us as the 12th largest, privately owned company in the UK.

About The Role
Critical purpose of role:
You will be part of the front face of IT within the business to provide IT Support technical expertise to your customer over the phone, email and face to face while maintaining high level of communication. You are required to support desktop and laptop systems, mobile devices (iOS and Android), trouble shoot printing devices, network connectivity problems, entry level server issues and handheld RFID devices. You will be able to explain technical matters to non-technical members of the Wren team and work within a team, supporting team goals as well as commit to supporting business goals. You'll also be flexible as part of the role, as is key in a fast paced environment and support team and business out of hours where necessary.

Main responsibilities:
  • Record all Incidents / Requests in the ITSM database and respond to these within agreed Operational Level Agreements
  • Correct prioritisation and categorisation of Incidents and Requests
  • Application of incident and problem matching to restore service quickly by applying known error workarounds
  • Aid in diagnosing the cause of the incident through a structured process of investigation coordinating both internal and external support teams as necessary
  • Provide full incident closure details including root cause analysis
  • Assume ownership of assigned incidents providing clear communication and notification as required to the business and other service disciplines
  • Contribute to the service knowledge bases (CMDB, KEDB) and provide knowledge transfer to colleagues and other support teams as required
About You
  • Experience in supporting nTier Environments
  • Broad understanding of information systems and web technologies
  • Ability to co-ordinate unsupervised, the support activities of internal and external support providers
  • Highly focused on providing service with exemplary communication skills
  • An analytical, trouble-shooting mindset, with a problem-solving personality
  • Tenacity to go that extra mile to get the information it takes to understand a problem
  • Take responsibility and ownership of all incidents and requests
  • Ability to work outside of the area covered by their current knowledge