Service Desk Engineer
About The Role Please make sure you read the following details carefully before making any applications.
Working within a small team of Service Desk Engineers, you will support the Cala staff with 2nd level technology support across a broad range of software applications and hardware devices. Your focus will be on resolving customer’s needs efficiently, getting it right first time, and displaying excellent customer service standards.
You will take ownership of the Technology equipment & performance for a designated office location, building an effective relationship with the Office Manager and local staff. This includes the performance of the AV equipment, the condition of the Comm’s room and IT equipment, provision of monitors and peripherals, and general tidiness of cabling within the office environment.
You will also contribute to the wider Service Desk processes and ways of working, adopting a continuous improvement mindset to identify changes that eliminate root causes and improve the overall technology offering.
The role will be office based, minimum 3-days, in our Head Office near High Wycombe. The successful candidate will also provide occasional support to other regional offices and therefore must hold a clean driving licence and be willing to travel. The other Cala locations are spread across Oxford, Dorking, Welwyn, and Winchester.
Key Responsibilities / Deliverables:
Some of the daily activities are:
Liaise with your designated Office Manager to ensure that the Technology provision within the office is performing as expected.
Respond to tickets / issues from customers with technical and substantive questions.
Logging incident details and maintaining a record of progress and issue resolution details.
Carry out extensive troubleshooting and problem solving to identify and resolve issues.
Provide support either in-person at site or remotely using remote access tools to gain control of the customers device.
Guiding new staff through the Technology onboarding activities.
Follow process and retain ownership, including communication with the customer, when incidents need to be escalated to 3rd level support. About The Candidate
Knowledge, Skills, and Abilities Excellent customer service skills both in-person and remote.
Team player with a collaborative style and strong communication skills.
Delivers consistently to high quality standards with an attention to detail.
Strong problem solver with the tenacity to find solutions.
Proven technical skills across a range of Windows 11 and Microsoft 365 applications, Apple (iOS) mobile, and infrastructure (on-prem & cloud) solutions.
Good knowledge of Active Directory (Azure AD, Endpoint / Intune).
Experience with remote user assistance.A broad knowledge of different technologies and frameworks: Printers and network printing o Virtual desktop (Citrix / Parallels RAS) and applications
Apple Iphones and Ipads
Experience of ITIL and Fresh desk is a benefit.We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision-making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact (url removed) About The Company
The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector-leading build quality, and we have a passion for providing our customers with a great home buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we’re aiming to create an industry-leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work, while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging and be comfortable being themselves at work
Working within a small team of Service Desk Engineers, you will support the Cala staff with 2nd level technology support across a broad range of software applications and hardware devices. Your focus will be on resolving customer’s needs efficiently, getting it right first time, and displaying excellent customer service standards.
You will take ownership of the Technology equipment & performance for a designated office location, building an effective relationship with the Office Manager and local staff. This includes the performance of the AV equipment, the condition of the Comm’s room and IT equipment, provision of monitors and peripherals, and general tidiness of cabling within the office environment.
You will also contribute to the wider Service Desk processes and ways of working, adopting a continuous improvement mindset to identify changes that eliminate root causes and improve the overall technology offering.
The role will be office based, minimum 3-days, in our Head Office near High Wycombe. The successful candidate will also provide occasional support to other regional offices and therefore must hold a clean driving licence and be willing to travel. The other Cala locations are spread across Oxford, Dorking, Welwyn, and Winchester.
Key Responsibilities / Deliverables:
Some of the daily activities are:
Liaise with your designated Office Manager to ensure that the Technology provision within the office is performing as expected.
Respond to tickets / issues from customers with technical and substantive questions.
Logging incident details and maintaining a record of progress and issue resolution details.
Carry out extensive troubleshooting and problem solving to identify and resolve issues.
Provide support either in-person at site or remotely using remote access tools to gain control of the customers device.
Guiding new staff through the Technology onboarding activities.
Follow process and retain ownership, including communication with the customer, when incidents need to be escalated to 3rd level support. About The Candidate
Knowledge, Skills, and Abilities Excellent customer service skills both in-person and remote.
Team player with a collaborative style and strong communication skills.
Delivers consistently to high quality standards with an attention to detail.
Strong problem solver with the tenacity to find solutions.
Proven technical skills across a range of Windows 11 and Microsoft 365 applications, Apple (iOS) mobile, and infrastructure (on-prem & cloud) solutions.
Good knowledge of Active Directory (Azure AD, Endpoint / Intune).
Experience with remote user assistance.A broad knowledge of different technologies and frameworks: Printers and network printing o Virtual desktop (Citrix / Parallels RAS) and applications
Apple Iphones and Ipads
Experience of ITIL and Fresh desk is a benefit.We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision-making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work. If we need to adjust anything in our recruitment process to support you, please contact (url removed) About The Company
The Cala Group is a major UK housebuilder and leading provider of desirable new homes across Scotland, the South of England & Midlands. Driven by a mission to create vibrant and sustainable new communities, our homes are characterised by exceptional design and sector-leading build quality, and we have a passion for providing our customers with a great home buying experience. This is an exciting time to be at Cala. Our approach to sustainability and technology is undergoing a dramatic transformation, and we’re aiming to create an industry-leading experience for both our staff and customers. At Cala, you can expect to be part of an environment which allows you to do meaningful work, while offering opportunities for personal growth. Our goal is to be the favoured employer in our industry and beyond. We encourage applications from those who want to be part of a culture where they can thrive, feel a sense of belonging and be comfortable being themselves at work
- Company
- CALA Group
- Location
- Baberton, Edinburgh, UK
- Employment Type
- Full-time
- Posted
- Company
- CALA Group
- Location
- Baberton, Edinburgh, UK
- Employment Type
- Full-time
- Posted