• Profile

Desktop Support Engineer

Location:
Barton-upon-Humber
Department:
IT
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:
To provide excellent customer experience and technical expertise by delivering professional and effective 2nd line break fix support either remotely or desk side by restoring normal service in a timely manner  while maintaining high level of communication.
Supporting desktop, laptops and mobile devices, trouble shoot printers, network connectivity problems, entry level server issues and handheld RFID devices.  

Main responsibilities:
  • Assume ownership, update and resolve assigned  Incidents / Requests in the helpdesk system and respond to these within agreed Operational Level Agreements Correct prioritisation and categorisation of Incidents and Requests
  • Good organisational skills and experience of adhering to performance and quality standards, working under pressure, balancing priorities and meeting strict deadlines
  • A close attention to detail and a methodical approach to problem solving
  • Aid in diagnosing the cause of the incident through a structured process of investigation coordinating both internal and external support teams as necessary
  • Implement new technologies and system improvements
  • Proactively manage the hardware and software estate, ensuring asset information is accurate at all times
  • Contribute to the service knowledge bases (CMDB, KEDB) and provide knowledge transfer to colleagues and other support teams as require
About You
  • Broad understanding of PC and Mobile based hardware and software including Active Directory, Office 365, Windows 10, IOS and Android
  • Can do attitude and flexible approach to work in order to support the business out of hours and weekends where necessary
  • Ability to operate in a fast paced environment, unsupervised and support activities of internal and external providers
  • Highly focused, hardworking, and enthusiastic individual who is keen to learn new technologies
  • Tenacity to go that extra mile and think outside the box in order to resolve incidents
  • Analytical trouble-shooting mindset, with a problem-solving personality