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For Companies At a Glance
- Tasks: Respond to IT service requests and resolve issues for our retail and distribution teams.
- Company: Join Poundland, a retail powerhouse with over 650 stores across the UK.
- Benefits: Enjoy professional development, bonuses, exclusive discounts, and generous holiday allowances.
- Why this job: Be part of a dynamic team that shapes the future of IT in retail.
- Qualifications: Experience in IT service desk roles and strong communication skills are essential.
- Other info: Work in a supportive environment with opportunities for career growth.
The predicted salary is between 30000 - 42000 £ per year.
Overview
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.
Responsibilities
- Respond 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 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, SLAs, metrics and Service Catalogues on a regular basis.
- Assist with managing service risks and any escalated IT complaints from the business and liaise with key stakeholders and Service Providers to ensure regular updates and proactive feedback.
Qualifications
- Previous experience of working as an 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 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.
Benefits
- Professional development: A comprehensive induction plan and the opportunity to complete in-house development programmes or pursue qualifications through our apprenticeship programme.
- Bonus Potential: Opportunity to earn additional bonuses.
- Free On-Site Parking
- Onsite Coffee Lounge
- Exclusive Store Discounts
- Family-Friendly Benefits
- Life Assurance Cover
- Health & Wellbeing Programme
- Generous Holiday Allowance
- Pension Scheme
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IT Service Desk Engineer employer: Poundland
Contact Detail:
Poundland 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 your connections in the IT world, especially those who work at Poundland or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL practices and service management knowledge. Be ready to share examples of how you've triaged requests and resolved issues in the past. We want to see your problem-solving skills in action!
✨Tip Number 3
Show your passion for customer service! During interviews, highlight your commitment to providing top-notch support and how you’ve gone above and beyond to help users. This is key for an IT Service Desk Engineer role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Poundland team and contributing to our IT strategy.
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 your relevant experience and skills that match the job description, especially your service management knowledge and communication skills.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing top-notch service and how your previous experiences make you a great fit for our team at Poundland.
Showcase Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've triaged requests or resolved complex issues in the past. We love seeing how you’ve tackled challenges head-on!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Poundland
✨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 service management.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've triaged requests or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your ability to think on your feet.
✨Communicate Clearly
Since you'll be explaining solutions to various stakeholders, practice articulating technical concepts in simple terms. This will demonstrate your strong communication skills and your passion for providing excellent service.
✨Be Ready to Discuss Budget Management
Familiarise yourself with the PO requisition process and how it ties into managing an IT budget. Be prepared to discuss how you've managed costs in previous roles and how you can contribute to staying within forecasted spend.
