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- Tasks: Provide top-notch IT support and resolve incidents to keep the business running smoothly.
- Company: Join a dynamic team in a forward-thinking tech environment.
- Benefits: Flexible work options, competitive pay, and opportunities for growth.
- Why this job: Make a real difference by helping users and solving tech challenges every day.
- Qualifications: Strong communication skills and a passion for technology are essential.
- Other info: Enjoy a supportive atmosphere with plenty of chances to learn and advance.
The predicted salary is between 30000 - 42000 £ per year.
Job Title:
Onsite Engineer / Service Desk Analyst
Location:
Coalville
Contract:
12 Months FTC
Shift Pattern:
Training is 0830-1700. Once trained, the shift pattern will be:
- Week 1 – 0600-1430 – Work from home
- Week 2 – 07:00-1530 – Work from home
- Weeks 3 to 6 – 0830 – 1700 Hybrid – You can Work from home 2 days a week
Job Purpose:
Respond to IT related Incidents and Service Requests, logging and resolving requests in order to minimise business impact, whilst providing excellent Customer Service
Principal accountabilities:
- Respond to incidents and service requests related to IT Services in line with SLA’s.
- Log all incoming incidents and service requests according to ITIL processes and local procedures.
- Ensure that incoming incidents and service requests are correctly categorised and all relevant information is recorded in the logging tool (ServiceNow)
- Provide a 1st line support service whilst making decisions on the best time to resolve the incident (over the phone or call back) depending on other calls waiting, time of the day etc.
- Escalating incidents within our Operational Level Agreements to ensure that Service Level Targets are met.
- Reporting incidents to 3rd party suppliers as required and monitoring their response, keeping the Service Desk Manager informed of delays to ensure that the company gets maximum benefits from the contracts in place
- Monitoring of systems
- User provisioning for Active Directory, Email, Enterprise One IT systems and others as required.
- General IT Administration
Contacts with Others:
Within the business:
- Line Managers and Directors
- End Users
Central services:
- CIO
- IT Management team
- IT Teams
Committees & meetings
- Service Desk Briefings
- IT Department Briefings
Knowledge, skills and experience required for the job:
- Excellent communication skills, able to communicate with the technical and non-technical employees / staff
- Proactive and self-motivated, able to stay calm and positive
- Understanding of IT systems, PC’s and Networks
- Customer Service Oriented with a good telephone manner
- Attention to detail and high accuracy of work
- Organisational skills and ability to prioritise demands of several customers at once.
- Work well under pressure
- Desktop Support (Windows 10 and onwards)
- Experience using Ghost imaging tools
- Experience of supporting mobiles tablets/smartphone iOS and Android and the
- Troubleshooting of network issues, understanding of WAN/LAN technologies
- Active Directory, creation of users, computer accounts and understanding of the hierarchy, users, groups, ou\’s etc
- Experience of setting up network printers and troubleshooting, ideally with follow me
- printing technology.
- Software installations and troubleshooting
- Team player
- Professional & Punctual
- ITIL Foundation (desirable)
- COMPTIA A plus (desirable)
- Microsoft MTA (Optional)
Job Challenges:
- Managing the workload from the calls to the call logging system
- Supporting users (different abilities) with different needs
- Prioritising incoming calls and making decisions on what to fix first and when
Onsite Engineer employer: CDW UK
Contact Detail:
CDW UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite Engineer
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend local meetups or online webinars related to IT and customer service. You never know who might have a lead on your next role!
✨Tip Number 2
Practice your interview skills! Mock interviews can help us nail down our responses to common questions. Focus on showcasing your communication skills and how you handle pressure, as these are key for an Onsite Engineer.
✨Tip Number 3
Tailor your approach! When applying through our website, make sure to highlight your experience with IT systems and customer service. Use specific examples that demonstrate your problem-solving skills and attention to detail.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Onsite Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Onsite Engineer role. Highlight your experience with IT systems, customer service skills, and any relevant certifications like ITIL or CompTIA A+. We want to see how you fit into our team!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills align with our needs. Keep it friendly and professional – we love a good personality!
Show Off Your Communication Skills: Since you'll be dealing with both technical and non-technical staff, it's crucial to demonstrate your communication skills in your application. Use clear language and examples that show how you've successfully communicated in past roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at CDW UK
✨Know Your IT Stuff
Make sure you brush up on your knowledge of IT systems, especially Windows 10, Active Directory, and network troubleshooting. Be ready to discuss your experience with these technologies and how you've used them in past roles.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, think of examples where you've successfully helped users resolve their IT issues. Highlight your communication skills and how you stay calm under pressure.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is key for this position. Do some research on incident management and service requests, and be prepared to explain how you would log and categorise incidents effectively.
✨Prepare for Scenario Questions
Expect questions that put you in real-life situations, like prioritising multiple calls or deciding when to escalate an issue. Think through your thought process and be ready to articulate your decision-making strategy.
