Service Desk Engineer

Birkenhead - Onsite

Do you want to help shape software that affects thousands of lives?

Who are we?

We are ranked as the UK’s #1 construction specific software player and our mission is simple; to provide market leading end-to-end software solutions to the construction and construction like industries across the entire build life cycle.

If you are looking to build an exceptional career with an award-winning company you’ve come to the right place. Our teams are based in the UK, Europe, and India, working on products that are used on a global scale. We have a clear and defined road map to deliver over the next 3 years, which is centred around a large-scale digital transformation as well as continuing our growth and expansion.

We embrace diversity and equality and want our employees to be comfortable bringing their whole selves to work. We are committed to building a team with a variety of backgrounds, skills and views. Creating a culture of Equality isn’t just the right thing to do, it improves every aspect of our business.

Purpose

The Service Desk Engineer provides the first line of technical support and customer service to colleagues across Causeway. The service desk provides a single point of contact for users to report incidents and request services.

The primary responsibilities of the role are to respond to technical support enquiries, issues and requests raised by users, ensuring they receive timely and effective assistance through to successful resolution. This involves logging tickets, resolving them when possible, escalating if necessary, and keeping users informed on the progress of their tickets.

Key Responsibilities

Service Desk and Support

• Manage incoming support queries via the service desk portal, email or walk-up in a professional and courteous manner.
• Diagnose and troubleshoot issues and problems with hardware, software and systems in accordance with incident management processes, providing guidance to users as needed until the issue is resolved.
• Provide initial responses to users within agreed response times.
• For more complex issues, escalate to appropriate teams and collaborate with those teams to ensure the customer receives seamless support and service delivery.
• Manage the creation and deletion of identities and accounts, granting and removing access to systems.
• Carry out and assist in the training of users on IT systems and tools, as part of user inductions and to help promote best practices for technology use.
• Maintain a good level of understanding and knowledge of Causeway’s systems, ensuring that queries can be dealt with accurately and appropriately.
• Update internal administration systems, including but not limited to technical documentation, system diagrams and help manuals, to ensure all members of the team can support and administer business systems.
• Manage the issuing of IT software licences to ensure that the business is correctly licensed, reporting any anomalies to an IT manager.
• Raise or approve orders for IT purchases in accordance with Causeway’s procurement process.
• Create and update an inventory of hardware, software and IT equipment issued to employees or departments, to ensure an accurate record of company-owned IT assets is maintained.
• Monitor adherence to service level agreements, call queues, response times and escalation processes, ensuring prompt follow-up and ownership.
• Identify pre-approved/automated workflows to provide self-service options for areas of frequent change.