IT Service Desk Engineer - Remote

Overview

The IT Service Desk Engineer role presents an exciting opportunity for individuals embarking on their careers in Technology. This role provides IT support to staff throughout the global Moneycorp business, delivering a high level of customer experience for all IT issues and requests staff may have. The role encompasses providing technical support and solutions, troubleshooting hardware and software issues, locally and remotely, identity and access management, auditing and actively engaging in user training. With a strong emphasis on continuous learning and self-development, this role will aid development of foundational skills in desktop support, incident management, and knowledge management. This dynamic and varied role provides a supportive environment to cultivate expertise and contribute to the organisation's success.

In Short

• Be the first point of contact for end-user’s, delivering friendly and responsive customer service.
• Provide support for desktops, laptops, and mobile devices, escalating complex issues as needed.
• Log, prioritise, and resolve service requests and incidents in adherence to SLAs.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices.
• Provide user training on software applications and IT best practices.
• Collaborate with cross-functional IT teams to escalate and resolve complex technical problems.
• Maintain the Service Desk ticketing queue to provide immediate assistance.
• Progress audit tasks in a timely manner, ensuring data accuracy.
• Strong knowledge of Windows 11 and proficiency in troubleshooting issues.
• Excellent communication skills and ability to inspire confidence in stakeholders.

Requirements

• Knowledge of IT Service Management life cycle; ITIL experience.
• Proven experience in end-user support in an international multi-site business.
• At least two years in an IT Support Role.
• Strong organisational skills and excellent decision-making abilities.
• Time Management skills – ability to prioritise and handle multiple support tickets effectively.
• Bachelor’s degree in information technology, Computer Science, or related field.

Benefits

• Opportunity to work in a dynamic and supportive environment.
• Continuous learning and self-development.
• Collaboration with cross-functional teams.
• Possibility of hybrid working arrangements.
• Culture of belonging and inclusivity.