Service Desk Engineer
The Service Desk Engineer at AllPoints Fibre will be responsible for all tickets coming into the Service Desk and approved support channels. You will be the face of IT and will aim to resolve all support requests on the first ask, collaborating with your colleagues in 1st and 2nd line to maintain service excellence. You will be reporting to the 1st Line Team Leader.
About you:
You will have experience of working in a service desk environment with excellent customer service skills and be a confident communicator. You will have strong technical knowledge of Windows operating systems, M365 and service desk methodologies. We are looking for Service Desk Engineers who can be based in our central Reading office.
What you will be doing:
- Provide exceptional service desk support, ensuring a positive and efficient experience.
- Handle 1st line support inquiries, resolving issues related to O365, Cloud services, desktop support, Microsoft applications and any other business system.
- Demonstrate advanced troubleshooting skills to tackle tickets at the first ask.
- Proficiently troubleshoot printer issues and offer quick resolutions.
- Administer Active Directory, proficiently creating and managing user accounts and permissions.
- Manage SharePoint and OneDrive, assisting with user access, permissions, and troubleshooting.
- Troubleshoot any Microsoft application the business uses.
- Possess expertise in setting up devices using Microsoft Autopilot and configuring laptops, tablets, and mobiles for new starters.
- Conduct timely onboarding and setup for new employees, ensuring seamless integration to the company.
- Disable user accounts and devices in a secure and efficient manner.
- Maintain clear and detailed documentation of support interactions, resolutions, and system configurations.
- Exhibit excellent communication skills, providing clear and concise instructions to users and collaborating effectively with team members and various levels of stakeholders.
- Prioritise and escalate issues professionally, ensuring timely resolution and minimizing downtime for users.
The benefits
At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care.... we will even pay for you to get a massage!
Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.
Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.
About us:
Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.
We are on a missions to create a wholesale network that can serve millions of homes and businesses connect to a better digital future.
To help us achieve this mission we need a Service Desk Engineer to take us on this journey.
We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!
...and if you don’t meet any specific requirements of the role, we’d still like to hear how you’d get the job done!
Next steps
If the role sounds like the right fit for you, we look forwards to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.
One last thing...
AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!
If you require any reasonable adjustments to be made during your interview process, please tell us in your application.
Service Desk Engineer
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