At a Glance
- Tasks: Provide first-line technical support and customer service to colleagues.
- Company: Join the UK's #1 construction software company with a mission to innovate.
- Benefits: Enjoy 25 days leave, private medical insurance, and a fitness club allowance.
- Other info: Hybrid working options and a culture that values diversity and well-being.
- Why this job: Shape software that impacts thousands while building an exceptional career.
- Qualifications: Experience in service desk roles and a passion for excellent customer service.
The predicted salary is between 31500 - 38500 £ per year.
- Service Desk Engineer
- Birkenhead - Onsite
Do you want to help shape software that affects thousands of lives?
Who are we?
We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.
If you are looking to build an exceptional career with an award-winning company you’ve come to the right place.
Our teams are based in the UK, Europe, and India, working on products that are used on a global scale.
We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.
We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work.
We are committed to building a team with a variety of backgrounds, skills and views.
Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.
Purpose
The Service Desk Engineer provides the first line of technical support and customer service to colleagues across Causeway.
The service desk provides a single point of contact for users to report incidents and request services.
The primary responsibilities of the role are to respond to technical support enquiries, issues and requests raised by users, ensuring they receive timely and effective assistance through to successful resolution.
This involves logging tickets, resolving them when possible, escalating if necessary, and keeping users informed on the progress of their tickets.
Key Responsibilities
- Manage incoming support queries via the service desk portal, email or walk-up in a professional and courteous manner.
- Diagnose and troubleshoot issues and problems with hardware, software and systems in accordance with incident management processes, providing guidance to users as needed until the issue is resolved.
- Provide initial responses to users within agreed response times.
- For more complex issues, elevate to appropriate teams and collaborate with those teams to ensure the customer receives seamless support and service delivery.
- Manage the creation and deletion of identities and accounts, granting and removing access to systems.
- Carry out and assist in the training of users on IT systems and tools, as part of user inductions and to help promote best practices for technology use.
- Maintain a good level of understanding and knowledge of Causeway’s systems, ensuring that queries can be dealt with accurately and appropriately.
- Update internal administration systems, including but not limited to technical documentation, system diagrams and help manuals, to ensure all members of the team can support and administer business systems.
- Manage the issuing of IT software licences to ensure that the business is correctly licensed, reporting any anomalies to an IT manager.
- Raise or approve orders for IT purchases in accordance with Causeway’s procurement process.
- Create and update an inventory of hardware, software and IT equipment issued to employees or departments, to ensure an accurate record of company-owned IT assets is maintained.
- Monitor adherence to service level agreements, call queues, response times and escalation processes, ensuring prompt follow-up and ownership.
- Identify pre-approved/automated workflows to provide self-service options for areas of frequent change.
- Key Skills, Experience and Qualifications
Essential Requirements
- A demonstrable commitment to delivering excellent support and service to colleagues and users.
- Previous experience in a service desk or technical support role is preferred, along with familiarity with ticketing systems and remote support tools.
- Customer-focused with a commitment to providing excellent customer service and a positive user experience.
- Ability to take ownership of issues and work collaboratively to support resolutions and mitigation through identifying root causes.
- Understanding of Windows operating systems, Microsoft Office tools, hardware components, and common software applications.
- Experience of end user device configuration management (SCCM, Intune, Group Policy).
- Knowledge of Android mobile devices and Apple laptops/phones.
- Knowledge of networking.
- Good communicator with strong verbal and written skills; able to explain technical concepts in an easy-to-understand way to a non-technical audience.
- Excellent analytical skills with the ability to troubleshoot and resolve technical issues effectively.
- Understanding and operating within service level agreements, targets and meeting KPIs.
Desirable Skills
- Knowledge of networks, communication protocols and virtualisation technology such as VMWare.
- Understanding of Saa S and hosted applications.
- Understanding of Linux (Red Hat preferable).
What you get from us
If you're looking to build an exceptional career with an award-winning company you’ve come to the right place.
We believe everyone at Causeway has a vital role to play in our success.
Causeway is fuelled by curiosity and is a place for people who beam with positivity and burn with ambition.
Our team is everything, so we’ll take good care of you.
In fact, we give well-being the same priority as our other business goals.
We’re strong advocates of work-life balance, offering hybrid working alongside the opportunity to work from modern, collaborative offices.
Our Values
We are United . As part of a team, we’re better together.
We are Agile . Be the change, we’re on a journey.
We are Trusted . Do the right thing, we own this.
We are Driven . Get stuck in, we make it happen.
Benefits
As a leader in employee engagement and people management, there are fantastic benefits and rewards at Causeway.
We strive, year on year, to achieve recognition as an award-winning workplace that our employees love.
We’ve selected just a few of the many benefits available below to show you how we take care of our Causeway stars.
- 25 days annual leave + public holidays, increasing with length of service.
- 4% matched pension.
- Income protection and life assurance.
- Access to our award-winning benefits platform.
- We take mental health seriously and have a dedicated EAP available 24/7.
- £100 allowance towards a fitness club.
- Dell discounts.
- Private Medical Insurance.
- Paid study leave + volunteering days.
- Car Scheme.
Like all responsible companies Causeway is aware of the need to recognise the importance of protecting our environment and addressing the climate emergency.
Causeway is a carbon neutral company and we offset our calculated carbon footprint.
However, we recognise that offsetting is not a permanent solution, so we set environmental objectives to reduce our footprint year-on-year.
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Service Desk Engineer in Birkenhead employer: causeway-1588594217
Causeway is an excellent employer that prioritises employee development and collaboration, making it a fantastic place for those passionate about training and learning. Located in the picturesque Gerrards Cross, the company offers a supportive work culture with hybrid working options, competitive benefits such as annual leave and private medical insurance, and ample opportunities for professional growth within a dynamic team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer in Birkenhead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at causeway-1588594217. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like causeway-1588594217 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Engineer in Birkenhead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to causeway-1588594217:Your cover letter is your chance to shine! Tell us why you want to work at causeway-1588594217 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at causeway-1588594217!
How to prepare for a job interview at causeway-1588594217
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
