Senior Service Desk Analyst

Senior Service Desk Engineer

We have an exciting opportunity for a Senior Service Desk Engineer to join our team based in Slough. You will join us on a full-time, permanent basis and in return will receive a competitive salary.
Here at Furniture Village, we have built a hugely successful retail business with a winning environment to work in, and we are delighted to have won Best Retail Family Business of the Year! We are caring, passionate, honest people who go the extra mile and make brave decisions to ensure our customers are always delighted with our service.

About the role:

An exciting time to be joining Furniture Village as we move forward with our digital business transformation. In a new role within the IT department, the Senior Service Desk Engineer will join a high-performing IT support function supporting existing IT solutions and new IT solutions as they are rolled out.

Key Responsibilities of our Senior Service Desk Engineer:

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• Support users in Group offices and Stores, troubleshooting end-user devices and applications and in-store-specific IT solutions
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• Ensure that IT issues & faults reported to the IT team are resolved quickly, meeting the department’s service level targets and minimising disruption to business-critical systems
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• Mentor and lead junior members of the team
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• Update the Service Desk tool, detailing progress on the tasks for the end user and other team members
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• Log tickets using the Service Desk ticketing tool – ManageEngine
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• Resolve complex hardware/software problems – laptop/desktop builds
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• Support and troubleshoot Office 365 Suite & Microsoft Business Central
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• Provide EUC support – Intune / Citrix / Entra ID/ Power BI
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• Support & troubleshooting - Telephone, voice, Teams, WIFI, VPN, SDWAN
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• Support Cyber Security monitoring endpoint security solutions - CrowdStrike / Trend Micro / MaaS 360 /
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• Prioritise support and maintenance tasks to meet service level expectations
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• Provide suggestions for improvement to the IT team based on user feedback and discoveries to reduce recurring faults and problems and thus improve the service
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• Be people-focused with a passion for technology and customer service
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• Work closely and collaboratively with other IT teams
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• Work on an on-call rota (1 week in 8)
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Key skills and attributes we are looking for in our Senior Service Desk Engineer:

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• Excellent communication skills both in person and virtually
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• Knowledge of effectively using an IT service ticketing tool, ideally ManageEngine
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• Proven extensive experience working on a helpdesk
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• Knowledge of Microsoft Business Central, Intune, O365, Entra-ID, Azure, MaaS360, Manage Engine, SD-WAN
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• A passion for technology
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• The ability to mentor team members / Lead by example
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If you feel you have what it takes to be our Senior Service Desk Engineer then click “apply” today, we look forward to hearing from you!

Furniture Village is an equal opportunities employer, and all offers of employment are made solely on merit.