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For Companies At a Glance
- Tasks: Provide top-notch technical support in a dynamic customer-facing environment.
- Company: IQUW is a leading specialty insurer, combining data and expertise for smart insurance solutions.
- Benefits: Enjoy a collaborative culture, opportunities for mentorship, and the chance to work with cutting-edge technology.
- Why this job: Join a team that values knowledge sharing and continuous improvement while making a real impact.
- Qualifications: MCDST certification preferred; ITIL understanding and technical proficiency in various IT areas required.
- Other info: Be part of a company that prioritises ethical standards and professional growth.
The predicted salary is between 30000 - 42000 £ per year.
Grade: 4
Reporting to: Head of IT Colleague Experience
Location: Swansea
About us
IQUW is a speciality (re)insurer at Lloyd’s (Syndicate 1856) underwriting a diverse range of Property, Commercial and Speciality (re)insurance products from Cargo and Marine to Political Violence, Terror and War. We combine data, intelligent automation and human expertise to make smart decisions, fast. ERS is the UK's largest specialist motor insurer with an A+ rating. We recognise that for some, motor insurance is more than just a must-have; it’s a way of taking care of what stands at the heart of their passion or livelihood. For those people, standard insurance isn’t enough. That’s why we work exclusively with motor insurance brokers to help get under the skin of the most difficult insurance risks, helping build products to meet their customer’s needs.
The role
As a Colleague Experience Engineer, you’ll play a pivotal role in providing technical support within a busy customer-facing environment. Your responsibilities will encompass a broad spectrum of client technology, both onsite and remotely. You will be seen as an escalation point within the Service Desk function and provide solutions and ownership to more complex tasks and undertakings.
Key responsibilities
- Technical Support Excellence: Provide senior-level technical support for end-user compute and associated software products. Address incidents, service requests, and tasks within agreed Organisational Level Agreements (OLAs).
- Guidance and Mentoring: Offer technical guidance and mentorship to the wider service desk team. Foster a collaborative environment where knowledge sharing, and continuous improvement are key to our success.
- Device Management: Develop solutions to improve device build and management using new and existing technologies. Experience in laptop build with Intune device management.
- Escalation Management: Review and mitigate escalations promptly. Escalate relevant matters when necessary to prevent customer dissatisfaction or operational disruption.
- Policy Adherence: Execute policies and processes outlined by departmental management. Uphold IQUW values in all interactions, ensuring ethical and professional standards.
Essential qualifications, skills and experience
- MCDST certification or equivalent (preferable but not mandatory).
- Demonstrated ability to act as a technical lead within a team.
- ITIL Understanding: Essential understanding of ITIL principles (ITIL qualification preferable).
- Technical Proficiency: PC hardware and software, Audio Visual Equipment, Printers, Networking, Microsoft suite, Citrix, Active Directory, Microsoft Intune, Microsoft Cloud technologies (Endpoint Manager, Azure, CPC, AVD).
Desirable behavioural attributes
- Initiative
- Driving & Delivering Results
- Planning & Organising
- Effective Communication Skills
- Team player
Service Desk Engineer employer: ERS
Contact Detail:
ERS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Engineer
✨Tip Number 1
Familiarise yourself with ITIL principles, as understanding these will be crucial for the Service Desk Engineer role. Consider brushing up on your knowledge of ITIL processes and how they apply to technical support environments.
✨Tip Number 2
Showcase your technical proficiency in tools like Microsoft Intune and Azure during your conversations. Be prepared to discuss any relevant experience you have with device management and cloud technologies, as this will demonstrate your capability to handle the responsibilities of the role.
✨Tip Number 3
Highlight your ability to mentor and guide others in a team setting. Share examples of how you've fostered collaboration and knowledge sharing in previous roles, as this aligns well with the expectations of the position.
✨Tip Number 4
Prepare to discuss your approach to handling escalations and customer dissatisfaction. Think of specific instances where you've successfully resolved complex issues, as this will illustrate your problem-solving skills and commitment to customer service.
We think you need these skills to ace Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Engineer role. Emphasise your technical support experience, familiarity with ITIL principles, and any certifications like MCDST.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've provided technical support and resolved complex issues in previous roles.
Highlight Technical Proficiency: In your application, clearly outline your technical skills, especially those mentioned in the job description such as Microsoft Intune, Active Directory, and networking. Use bullet points for clarity.
Showcase Soft Skills: Don't forget to mention your soft skills, such as effective communication and teamwork. Provide examples of how you've collaborated with others or mentored team members in past positions.
How to prepare for a job interview at ERS
✨Showcase Your Technical Skills
Be prepared to discuss your technical expertise in areas like PC hardware, software, and device management. Highlight any experience you have with Microsoft Intune and cloud technologies, as these are crucial for the role.
✨Demonstrate Problem-Solving Abilities
Expect to face scenario-based questions that assess your problem-solving skills. Prepare examples of how you've successfully resolved complex technical issues in previous roles, showcasing your ability to think on your feet.
✨Emphasise Team Collaboration
Since mentoring and collaboration are key aspects of the role, be ready to discuss your experiences working in a team. Share instances where you’ve contributed to knowledge sharing or helped colleagues improve their skills.
✨Understand ITIL Principles
Familiarise yourself with ITIL principles, as they are essential for this position. Be prepared to explain how you’ve applied these principles in past roles, particularly in managing incidents and service requests.
