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For Companies At a Glance
- Tasks: Provide top-notch IT support to our Customer Support Centre and retail network.
- Company: Join Poundland & Dealz, a leading retail powerhouse with a vibrant culture.
- Benefits: Enjoy competitive salary, free parking, exclusive discounts, and generous holiday allowance.
- Why this job: Kickstart your career in IT while making a real impact in a dynamic environment.
- Qualifications: Previous IT Service Desk experience and strong communication skills are essential.
- Other info: Great opportunities for professional development and a supportive workplace culture.
The predicted salary is between 24600 - 31200 £ per year.
About The Role
We are currently looking for an IT Service Desk Engineer to join our IT Service Delivery team based in Walsall.
Salary: Up to £28,900 & Benefits
Contract Type: Full Time
Working Pattern: Permanent
Hours: 40.0
We are currently looking for an IT Service Desk Engineer to join our IT Service Delivery team based in Walsall. The IT Service Desk Engineer will ensure the smooth delivery of IT services to our Customer Support Centre, Distribution Centres and Retail Store network. The role will include working occasional weekends on a rota basis and some travel to other sites. We uphold three core behaviours that guide all our actions:
Love Our Customers: We strive to delight our customers, listening and responding to their needs because they are our priority.
Care for Our Colleagues: We support each other to foster a workplace where everyone can thrive.
Protect Our Pounds/Euros: We are committed to cost-efficiency and value, ensuring every penny counts.
We reserve the right to close this vacancy early if we receive a high volume of applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Why choose us?
- Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes to set you up for success or to pursue QUALIFICATION through our apprenticeship programme.
- Bonus Potential: Unlock the possibility of earning additional bonuses, rewarding your hard work and achievements.
- Free On-Site Parking: Enjoy the convenience of free parking, making your daily commute hassle-free.
- Onsite Coffee Lounge: Take advantage of our onsite coffee lounge, a perfect space to relax and recharge during breaks.
- Exclusive Store Discounts: Receive a 10% discount on most in-store purchases, enhancing your shopping experience.
- Family-Friendly Benefits: Our comprehensive benefits are designed to support your and your family’s needs.
- My Staff Shop: Gain exclusive discounts through our ‘My Staff Shop’ portal, saving on various products and services.
- Life Assurance Cover: Enjoy peace of mind with our life assurance cover, securing your family’s future.
- Health & Wellbeing Programme: Benefit from an employee assistance programme that supports your health and wellbeing.
- Generous Holiday Allowance: Start with a generous leave entitlement that increases by one day each year (up to 33 days), with the option to buy additional holiday annually. Celebrate your special day off work every year with an extra day’s holiday because we believe birthdays are important.
- Pension Scheme: Plan for the future with our contributory pension scheme, helping you save for a secure retirement.
Your Impact And Responsibilities
- Responding to IT service requests and issues received by phone and email from the Customer Support Centre, Distribution Centre and Retail Stores. Triaging requests, diagnosing and resolving problems and escalating complex issues with KPI target levels.
- Support our Incident, Change, and Knowledge Management processes, coordinating efforts to restore service disruptions quickly.
- Contribute to the evolution of the Poundland IT strategy by sharing ideas, piloting new solutions, improving processes and educating colleagues from across the organisation.
- Assist with Problem Management, RCA reporting, trend analysis or managing specific Problem Records.
- Help maintain and monitor the quality of ITSM SOPs, SLA, metrics and Service Catalogues on a regular basis.
- Assist with managing service risks and any escalated IT complaints from the business and liaise with the key stakeholders & Service Providers to ensure regular updates and proactive feedback.
Skills And Knowledge
- Previous experience of working as a IT Service Desk Engineer within a fast-paced and multi-sited organisation. Retail experience would be advantageous but not essential.
- Passionate about providing unparalleled levels of service with strong communication skills to be able to explain solutions to the range of stakeholders from different business functions.
- A self-starter, with the ability to operate autonomously and quickly understand the complexities the business need and offer support in finding solutions within time, quality and cost constraints.
- Able to prioritise tasks and manage multiple deadlines.
- Excellent Service Management knowledge to be able to manage and challenge IT suppliers.
- Aware of ITIL practices.
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IT Service Desk Engineer employer: Poundland & Dealz
Contact Detail:
Poundland & Dealz Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Engineer
✨Tip Number 1
Network like a pro! Reach out to current employees at Poundland & Dealz on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can seriously boost your chances.
✨Tip Number 2
Prepare for the interview by practising common IT Service Desk scenarios. Think about how you'd handle tricky customer requests or tech issues. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Show your passion for customer service! During interviews, share examples of how you've gone above and beyond to help customers in the past. It’s all about demonstrating that you truly love our customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the Poundland & Dealz family.
We think you need these skills to ace IT Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Desk Engineer role. Highlight relevant experience and skills that match the job description, like your communication skills and IT service management knowledge.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for providing excellent customer service and how you align with our core behaviours. Keep it concise but impactful!
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled IT issues in the past. We love self-starters who can operate autonomously and find solutions under pressure, so let us know how you’ve done this!
Apply Early!: Don’t wait until the last minute to submit your application. We might close the vacancy early if we get a lot of applications, so get yours in through our website as soon as you can!
How to prepare for a job interview at Poundland & Dealz
✨Know Your ITIL Basics
Make sure you brush up on your ITIL practices before the interview. Understanding the core principles will not only help you answer questions confidently but also show that you're serious about the role and its responsibilities.
✨Showcase Your Communication Skills
As an IT Service Desk Engineer, you'll need to explain technical issues to non-technical staff. Prepare examples of how you've successfully communicated complex information in the past, highlighting your ability to adapt your language to suit different audiences.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've triaged requests or resolved IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and clearly illustrate your problem-solving skills.
✨Emphasise Customer-Centric Mindset
Poundland values customer satisfaction highly, so be prepared to talk about how you've gone above and beyond to support customers in previous roles. Share stories that reflect your commitment to 'Love Our Customers' and how you can bring that ethos to their team.
