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- Tasks: Support users by resolving IT incidents and managing devices daily.
- Company: Join a dynamic team focused on enhancing digital workplace experiences.
- Benefits: Enjoy a 6-month contract with opportunities for skill development.
- Why this job: Be the face of IT, making a real impact on user satisfaction.
- Qualifications: ITIL Foundation certified with 3 years in a complex IT environment required.
- Other info: Work onsite in Coventry, Gaydon, Solihull, or Manchester with flexible shifts.
The predicted salary is between 36000 - 60000 £ per year.
Will the role be 100% remote, hybrid or 100% office? 100% Onsite – 5 Days/week
If the role is hybrid/ office based specify location: Coventry, Gaydon, Solihull, Manchester
Duration of assignment: 6 months contract Inside IR35
Role description: The PC support/Digital Workplace team is the front-line team dealing with End User Incidents and owning all IT related issues on behalf of our clients. Working within a large multi-disciple, multi-site team, the team will be focused on Incident resolution, problem management and process improvement.
Key responsibilities:
- Manage, respond to and resolve all End User and related incidents and problems
- Installation, configuration and management of End User Devices and Applications
- Responding to and containing IT Security threats and major incidents related to End User Devices and Applications
- Liaising with 3rd party Vendors like HP or Dell to resolve the issues
- Reduction in repeat incidents through effective Problem Management (Root Cause Analysis)
- Work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to ensure that the projects are delivered in-time and as per expectations
- Maintaining agreed SLA levels and always assuring Quality of delivery
- Able to work in Early and Late shifts based on a rotational basis and at times would require working on Bank Holidays
Key skills/knowledge/experience:
- ITIL Foundation certified, Ideally ITIL Incident/Problem Practitioner
- 3 years’ experience within a large complex IT department/organization
- Ability to understand the Business from a user perspective. Remains visible to customers as the face of IT to listen to their concerns and share as needed
- Proactively takes responsibility, owns any issues arising and follows through to resolve them (get the required result)
- Has made customer-oriented decisions and shares great stories of exceptional customer service
- Ensure that problems are logged, investigated, resolved and closed within agreed timescales. Complete data analysis to identify focus points for problem resolution based on customer impacts and documenting RCA’s
- Proven focus and ability to Identify and drive through Service Improvements and Incident Reduction
- Proven focus on identifying and documenting User and Service Risks and Issues
- Ability to co-ordinate incident resolution activity within and across IT teams, to ensure actions are completed within timescales
- Works collaboratively with a range of people to support the wider business agenda
- Group Policy Management
- Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively
Special working conditions (travel, on call etc):
- 100% onsite
- Able to work in Early and Late shifts based on a rotation and at times would require working on Bank Holidays
Person specification:
- Team member skills with interest to work and co-ordinate with other teams as part of resolving issues for End User related devices
Contact Detail:
Infoplus Technologies UK Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Workplace Support Engineer
✨Tip Number 1
Familiarise yourself with ITIL principles, especially Incident and Problem Management. Being able to discuss how you've applied these concepts in previous roles will show your understanding of the framework and its importance in a Digital Workplace Support Engineer position.
✨Tip Number 2
Highlight your experience with End User Devices and Applications. Be prepared to share specific examples of how you've managed incidents or resolved issues, particularly in a multi-site environment, as this is crucial for the role.
✨Tip Number 3
Demonstrate your customer service skills by preparing anecdotes that showcase your ability to listen to user concerns and resolve their issues effectively. This will help you stand out as someone who prioritises user satisfaction.
✨Tip Number 4
Be ready to discuss your approach to problem-solving and service improvements. Think about instances where you've identified root causes of recurring issues and how you implemented changes to prevent them in the future.
We think you need these skills to ace Digital Workplace Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in managing end-user incidents and problem resolution. Use specific examples that demonstrate your ability to work in a large IT department and your customer service skills.
Craft a Strong Cover Letter: In your cover letter, express your enthusiasm for the Digital Workplace Support Engineer role. Mention your ITIL certification and how your experience aligns with the responsibilities outlined in the job description, such as liaising with vendors and driving service improvements.
Showcase Problem-Solving Skills: Provide examples of how you've successfully resolved IT issues in the past. Highlight any experience with root cause analysis and how you’ve contributed to reducing repeat incidents, as this is crucial for the role.
Highlight Team Collaboration: Emphasise your ability to work collaboratively with different teams. Mention any past experiences where you coordinated incident resolution activities or worked on IT projects, showcasing your teamwork and communication skills.
How to prepare for a job interview at Infoplus Technologies UK Limited
✨Showcase Your ITIL Knowledge
Since the role requires ITIL Foundation certification, be prepared to discuss your understanding of ITIL principles. Share specific examples of how you've applied ITIL practices in previous roles, particularly in incident and problem management.
✨Demonstrate Customer Service Skills
This position is all about being the face of IT for end users. Prepare to share stories that highlight your exceptional customer service experiences. Focus on how you listened to user concerns and resolved their issues effectively.
✨Highlight Problem-Solving Abilities
The role involves reducing repeat incidents through effective problem management. Be ready to discuss a time when you identified a root cause of an issue and implemented a solution that improved service delivery.
✨Emphasise Team Collaboration
Working collaboratively is key in this role. Think of examples where you successfully coordinated with other teams to resolve incidents or improve processes. Show that you can work well in a multi-disciplinary environment.
