IT Service Desk Engineer

The role will work as part of a busy IT Service Desk team supporting head office, retail outlets and remote workers across the UK.
You will:

• Provide first line technical support.


• Take ownership of assigned calls from the initial allocation of the task through to resolution.


• Be able to work independently, prioritising workload and key business activities.


• Be able to recognise the need for escalation either to peers, internal teams or external vendors.


Due to the nature of the role, aside from the basic technical skills, the individual will also require excellent service skills, phone etiquette, a positive approach to work and a desire to expand their technical knowledge.

The role will be based in our Carrier office, located in Didsbury with a minimum of 4 days required in the office per week, however occasional visits to other offices across the UK may be required at notice.

In this role you will be part of a team working to cover weekday and weekend shifts.

To apply, please provide your CV and covering letter. We aim to respond within 7 days.

If you need extra support with your application, simply let us know. We value diversity, equity & inclusion. If you do require any additional support, please contact recruitment@kuoni.co.uk, and a member of our team will be in touch to discuss how we can support you and any reasonable adjustments we can make.

What youll be doing


• Provide 1st level technical support for various IT incidents and requests.


• Handle queries raised either by phone, Teams, through the outsourced team or via our Service Desk portal.


• Monitor helpdesk queries and providing technical L1 support as required.


• Take ownership of incidents through to resolution.


• Maintain a high degree of customer service for all support queries and adhere to service management principles.


• Troubleshoot basic issues on the LAN, Wi-Fi and network cable (patching).


• Understand and proactively operate the escalations procedure engaging 2nd and 3rd line service desk, infrastructure/operation support teams in accordance with any agreed SLAs and/or process.


• Update or create support documentation or knowledge base articles to assist team members and colleagues with self-help information.


• Build PCs/laptops and attempt to troubleshoot hardware problems.


• Provide desktop, printer, phone support in a Windows 10/11/AD/Office environment.


• Deploy new IT equipment as part of the management of migrations, movers, starters and leavers processes.


• Be positive in undertaking any reasonable duties relevant to the position to ensure the success of the department
  
  A basic level of IT literacy.


• Basic troubleshooting and problem-solving skills.


• Basic knowledge of Microsoft based Operating Systems - emphasis on Windows 10 & 11.


• Good verbal and written communication skills.


• Experience with MS Office.


• Confident at working individually on site


Desirable

• 
  Relevant IT Service Delivery experience or IT Desktop Support Experience
  
• Knowledge of User & Security Groups and Active Directory Administration


• Using and installing Microsoft Office 365 - permissions, calendar sharing, delegation


• Experience supporting Desktop, Laptops, Multi-Functional Devices and Software with skills in a windows OS / Active Directory environments.


• Basic TCP/IP knowledge


• Remote Desktop Services


• Microsoft SCCM


Personal qualities


• Excellent communication skills, both written and verbal.


• Eager to learn.


• Able to work as an individual and as part of a team.


• Attention to detail and time management skills.


• Ability to work under pressure.


• Good organisational skills.


• Able to prioritise workloads.
  
  In return youll the receive the following:


• Opportunity to work for the Best Place to work in Travel, with like-minded colleagues


• Competitive salary


• Perkbox - discounts and rewards programme


• Company matched pension scheme - up to 5% (for this level)


• 25 days holiday, plus bank holidays (increases with length of service)


• Enjoy your birthday off


• Free annual travel insurance, which includes your family and / or partner


• Long service bonuses


• Free eye tests


• Flexible hybrid working trial


• Cycle to work scheme


• Discounted Holidays and prize draws