Deskside Engineer – Service Desk (Cardiff)

We are currently looking Internal Customer Experience Engineer, to work in our Cardiff Gate office. This role will require you to attend the office 5 days a week with an amazing benefit of earlier finish friday’s.

WHO ARE WE?

Privately owned and independently-minded, Creditsafe operates with the singular vision of powering business decisions. We do this by delivering valuable intelligence on customers, suppliers and potential buyers to corporates, public sector organisations and SMEs globally.

Our journey began in 1997 in Oslo, Norway in 1997, with a revolutionary dream to make business information accessible to all. Twenty-five years later, we’ve not only realised this dream, changed the market for the better, made data intelligence accessible to all businesses big and small but most importantly, opened up new avenues of data intelligence for businesses with machine learning, AI and connected data.

From risk management through to opportunity identification, our industry-leading solutions, power decisions for companies by turning their data into actionable insights that help them become stronger, grow faster and thrive.

THE TEAM

Creditsafe’s Internal Customer Experience team are the local IT hardware experts who play a crucial role in identifying and analysing the organisation’s needs, problems, and opportunities. They act as a bridge between business stakeholders and IT teams, helping to translate business requirements into practical solutions. They are around to assist in hardware repairs and also assist in projects, gather and document requirements, develop detailed business cases and work hard to mitigate major incidents. More than repairing hardware and onsite issues, they assess the current state of the office and propose improvements or changes to enhance efficiency, productivity, and profitability. They are here to provide recommendations to support informed decision-making and successful project implementations.

JOB PROFILE

As the Internal Customer Experience Engineer at Creditsafe, you will play a pivotal role in ensuring a seamless and efficient technology environment for our staff. Reporting directly to the Service Delivery Manager, you will be responsible for delivering top-notch customer support, resolving technical issues, and fostering a proactive approach to IT service. This role is crucial in maintaining the functionality and security of all company devices and systems, ultimately enhancing the overall internal and external customer experience.

KEY DUTIES AND RESPONSIBILITIES

• Computer Deployment: Build and deploy computers to staff as needed, ensuring they have the necessary tools to excel in their roles.
• IT Ticket Management: Log and take ownership of IT tickets using ITIL best practices, providing timely resolutions.
• Technical Troubleshooting: Diagnose and resolve issues related to supported Windows Operating Systems, software, and user administration services.
• Communication and Liaison: Act as a bridge between staff, the IT department, and third-party vendors to effectively resolve issues and maintain strong collaboration.
• Documentation: Maintain detailed records of issue resolutions using SharePoint and Confluence for future reference.
• General IT Administration: Handle various administrative tasks related to technology and IT equipment.
• Collaborative Teamwork: Work closely with other IT teams when necessary to address problems and support project initiatives.
• Standards and Processes: Contribute to the development and adherence of IT standards and processes, ensuring consistency and efficiency.
• Technical Assistance: Provide technical assistance and strive for first-time fixes for IT incidents and requests.
• Server Room Support: Offer remote hands-on assistance in server rooms when required, ensuring the reliability of critical infrastructure.
• Service Desk Support: Be available to take calls and address queries on the service desk when needed.
• Continuous Improvement: Actively identify areas for improvement and promote best practices within the IT department.

The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.

SKILLS AND QUALIFICATIONS

• Proficiency in computer and network hardware, including peripherals and printers.
• Experience in mobile phone setup, issuance, and support. (Including Mobile Device Management)
• Outstanding customer service and communication skills.
• Previous experience in a deskside support role.
• Familiarity with IT Help Desk Software (e.g., Assyst, ServiceNow, Azure DevOps) and CMDB solutions.
• Experience in supporting Microsoft Windows Operating Systems.
• Knowledge of telephony systems, preferably 8×8.
• Apple Mac support capabilities.
• Office 365 and Intune Administration knowledge.
• Familiarity with Windows Server (2016+) and support for AWS and Azure VMs.
• Windows 10/11 training and certification.
• ITIL certification or awareness.

BENEFITS

• Company Laptop supplied.
• Bonus Scheme.
• Cycle to work and Wellbeing Programme.
• Global Company gatherings and events.
• E-learning and excellent career progression opportunities.

Creditsafe is an equal opportunities employer that values diversity. Please contact Creditsafe if there is any support you need with your application.

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