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Service Desk Engineer

Ref: Ste/979
Job Type: Permanent
Industry: IT
Location: Aberdeen

Service Desk Engineer

The Stewart Milne Group is one of the UK’s leading home builders, concentrating on building quality residential homes and commercial builds for a range of customers including government bodies, private and public companies, local councils and private clients. We have a reputation for high quality and innovation with a market leading position based on our expertise, innovation, quality and our commitment to providing the best service to our customers. 

Reporting to the Service Desk Team Lead and position to be based our Westhill, Aberdeen office, the successful candidate will be responsible for the provision of customer focused IT support services. An active team member sharing responsibilities for establishing quality support and end user MS Desktop and Office application training. Representing the services provided by the IT Department, the System Support Engineer must develop and continuously improve the relationship with the customer. This role will also have particular emphasis on development of desktop OS / MS Office strategy.

Accountabilities

  • Serve as an ambassador representing the Services provided by the IT Department, gaining a broad understanding of the business requirements and processes
  • Delivery of 1st and 2nd line support services and incident/problem resolution for hardware and software queries within defined Service Level Agreements ensuring response times are met and exceeded
  • Manage user expectations, escalating any problems through the correct channels in a timely and efficient manner
  • Regularly visiting company sites / offices providing support and cover in other geographic areas and to Service Desk Team members during projects, holidays and busy periods
  • Gathering, developing and delivery of a training plan for local business users of standard desktop OS and Office applications
  • Assist with any IT project delivery as required
  • Create and update documentation as required
  • Ensuring that all hardware provided is adequately maintained and audited
  • Liaising with other technical support personnel and 3rd party support as required
  • Development of MS Desktop OS and MS Office strategy
  • Understanding and communication of IT security concepts and risks
  • Support and assist other team members in the on-going development of skills and procedures

Key Performance Indicators

  • Improved customer satisfaction through annual IT Survey results
  • Improved performance of call success rate against agreed Service Level Agreements
  • Improved communication and relationship with business
  • IT Management acceotance of added value
  • Improved communication with Team through provision of Weekly, bi-weekly and monthly updates to Team Leader highlighting issues etc. (providing input to bi-weekly meetings)

Essential Technical Expertise

  • Excellent customer facing communication skills essential
  • Excellent written and verbal skills essential
  • Ability to work in a team environment, delivering by example
  • Ability to prioritise, manage time and self-diagnose issues
  • Experience of working in a service desk environment and providing 1st / 2nd and 3rd (where appropriate) line support essential – ITIL compliance and experience of outsource IT provision advantageous
  • Windows 7, 8 & 10 installation and administration within corporate environment essential
  • Microsoft Office 2010 - 16 plus Office 365 installation and troubleshooting within corporate environment essential
  • Appreciation of Active Directory users, groups and exchange mailbox administration
  • Appreciation of telephone system and desktop handset administration
  • Appreciation of collaboration tools such as MS Skype for Business (Lync) and video conferencing technology
  • Experience of creating custom PC images using imaging software
  • Understanding of Mobile technologies and tablet devices and use of enterprise mobility products
  • On the job training will be provided for any bespoke or specialist software

Salary and Benefits

Stewart Milne Group is proud to develop our employees, offering career development and promotion opportunities across the Group.

  • Competitive Salary
  • Bonus Scheme
  • Generous Holiday Entitlement
  • Life Assurance
  • Pension Scheme
  • Staff House Discount
  • Flexible Benefits Package

If this sounds like the right step for your career, please apply via link or email careers@stewartmilne.com