POSITION DETAILS:

Position Title:

Service Desk Engineer

Reports to (POSITION):

Senior Service Desk Team Leader

Location:

Leatherhead, United Kingdom

Job Type:

Staff – Full Time

Working Pattern:

Hybrid (2 day a week WFH) upon successful completion of probation / training plan

BYTES:

Bytes Technology Group is a leading provider of world-class IT solutions, represented by Bytes Software Services and Phoenix Software. Established in 1982, Bytes has grown rapidly and now employs over 450 people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SMEs, corporates, and public sector organizations to modernize and digitally transform their IT infrastructures.

We invest in our employees through ongoing support, training, and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally, as evidenced by our long-standing employees who have developed existing and new skills to move into senior positions, leaving space for new team members to begin their journey.

PURPOSE OF JOB:

As a Senior Service Desk Engineer, you will provide high-quality support and act as a primary point of support for the Bytes Software Services functions and its staff. You will take on additional responsibilities such as covering some Team Leader duties, handling more complex tickets, and sharing your knowledge with the team. You will also serve as a role model for newer or more junior members, fostering a collaborative and supportive environment.

KEY RESPONSIBILITIES:

• Be a friendly and supportive point of contact for all Bytes colleagues seeking support.
• Support users through logging Service Requests via the Customer Portal or navigating ‘self-help’ information via SharePoint sites.
• Log and triage all incident tickets, capturing detailed information to support investigations.
• Use the online service desk to handle support calls.
• Document processes and reference guides.
• Support wider IT teams in the delivery of projects where applicable.
• Use SCCM, Azure, Cloud Services, VMWare, NetApp, and SQL applications.
• Provide a professional and high-quality interface between systems support and its customers, ensuring customers feel assured they will be helped.
• Have good knowledge of FreshService and its configuration features.
• Be a strong and demonstrable supportive team player.
• Provide support on projects and changes across the wider IT team.
• Have a good understanding of Bytes hardware builds (laptops and desktops via Microsoft SCCM).
• Understand and work with Windows Server environments.
• Maintain systems support information and documentation for both end users and within the team.
• Coordinate and publish IT announcements.
• Provide support and cover to the Service Desk Team Lead.
• Act as a primary point of support for other team members, offering guidance and assistance.
• Take ownership of more complex tickets and ensure timely resolution.
• Share knowledge and best practices with the team to improve overall service quality.
• Cover Team Leader responsibilities as needed, including coordinating team activities and managing workloads.
• Serve as a role model for newer or more junior members of the team, promoting a positive and collaborative work environment.
• Learn and better understand the FreshService ticketing system to enhance day-to-day activities.
• Be instrumental in putting forward and encouraging others to suggest ideas for improvement.

QUALIFICATIONS, EXPERIENCE, & SKILLS: 

Qualifications

• Operating Systems – Windows 10, Windows 2012/ 2016
• Client Applications – Microsoft Office, Microsoft Teams
• Hardware – First Level PC maintenance (replacing memory, hard disks, graphics cards)

• Certifications such as CompTIA A+, Network+, or ITIL.
• Experience with service desk software and remote support tools.
• Knowledge of cloud services and virtualisation technologies.

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

Additional Qualifications, Skills and Knowledge

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support or service desk role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with network troubleshooting and basic network concepts.
• Experience with specific software such as Microsoft Office Suite, Active Directory, and remote support tools.
• Excellent problem-solving and communication skills.
• Positive attitude towards problem-solving and learning new technologies.
• Adaptable and flexible in an ever-evolving environment.
• Customer-focused and driven to resolve incidents and requests accurately and promptly.
• Ability to work independently and as part of a team.

DESIRABLE

ESSENTIAL DESIRABLE

DESIRABLE

DESIRABLE

ESSENTIAL ESSENTIAL

ESSENTIAL ESSENTIAL

ESSENTIAL

Qualities

• Articulate, literate, presentable, customer facing & technically astute.
• Self-motivated enthusiastic and willing to learn.
• Punctuality & good time keeping are essential.
• Team Player
• Commercial Awareness

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

ESSENTIAL

Working Hours and Benefits

Working Hours:

The EUC support team covers business hours from 08:00 to 17:30, Monday to Friday.

Diversity and Inclusion:At Bytes Technology Group, we believe that diversity and inclusion are key to fostering innovation and creativity. We are committed to creating a workplace where everyone feels valued and respected, regardless of their background, identity, or beliefs. We encourage applications from all qualified candidates and are dedicated to providing equal opportunities for all employees.

Company Culture:At Bytes Technology Group, we live by our motto, "Grow great people." We believe in investing in our colleagues and supporting their individual career journeys. Our culture is built on continuous learning, collaboration, and the personal and professional growth of our team members.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and career growth.
• A supportive and collaborative work environment.