Desktop Services Engineer

Looking for your next Desktop Services Engineer role? Do you have the resilience and drive to excel in a problem-solving environment? Are you confident working under your own initiative? If you’ve answered yes, then you could be the right person to join our friendly desktop services team in our Glasgow office, G2 7HF! Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying. What you can expect as a Desktop Services Engineer: Permanent full-time contract Competitive salary 37.5 hours per week Monday to Friday Loads of great benefits including, discount and cash back on hundreds of high-street shops and private health insurance, plus much more. As our new Desktop Services Engineer, you will be joining a dynamic team who are responsible for providing 1st , 2nd and 3rd line support both remote and desk-side across the Wescot group. Part of your role is ensuring that incidents and service requests are responded to promptly, and you will gain exposure to software such as: Windows 10, Citrix, Microsoft Active Directory, Office 365, Teams, Azure as well as a wide array of Desktop hardware and Infrastructure. Key responsibilities include: Act as an escalation point for user hardware and software related incidents and service requests assigned to the Desktop Services Team Ensuring that all relevant information is captured in our ITSM Tool and the affected customer is kept informed on the progress of their ticket Gather appropriate information from colleagues in order to comprehend issues, queries, or complaints Work to SLA thresholds for incidents and requests, prioritising and managing workload effectively, managing several open Incidents and Requests simultaneously Work closely and in collaboration with other Cabot Shared Service resolver groups, and external 3rd party application specialists, escalating to appropriate individuals or teams as necessary Provide the appropriate support and guidance regarding IT and InfoSec policies to our colleagues across the organization Ensuring that the correct Desktop Services process and procedures are always followed, whilst balancing the needs of our impacted colleagues Providing remote support to colleagues who are currently working from home, or in an alternate office, including following prescribed checks on home workstation setups and reporting findings to line managers Conducting daily checks and BAU monitoring to support our business-critical applications Assisting the creation, update and validity checking of appropriate knowledge base documentation, to ensure that every colleague receives a consistent approach to resolving their issue/delivering on their requirement Providing appropriate support and cover to the Service Desk and User Administration teams, ensuring continual and efficient support is always provided to the business Ensure confidentiality of all users and customer data Log tickets and track all time spent on resolving issues, in a methodical logical manner Things we need from you: A recognised qualification in an IT related discipline, such as: ITIL Accreditation (Desirable) OR Service Desk Institute accreditation (Desirable) Previous experience of providing high quality Desktop Support to a large user base Experience with Corporate office systems including Microsoft Windows, Office 365, Printers, Desktop/Laptops and Mobile Devices Understanding and experience of laptop and desktop hardware maintenance Strong analytical skills with excellent attention to detail and high standards Self-motivated and able to work off of your own initiative Ability to hit the ground running and get up to speed quickly. Good understanding of the importance of IT management controls, processes, and procedures in the delivery of service Understanding of legislative and regulatory influences applicable to the credit and finance sectors Able to work collaboratively within the team to deliver on accountabilities and responsibilities. Excellent communication skills, written and verbal What happens next? If this sounds like you and you’d like to join our company then apply now! About Us: We are a contact centre-based business offering a range of financial services to a large number of blue-chip organisations – from complete outsource solutions to collections, recoveries and trace activity. We work on behalf of a number of banking, utility, telecoms and retail finance companies whose customers have fallen behind with their repayments. We then work with each individual customer to establish an affordable and sustainable repayment arrangement for the debt to support them to achieve financial health. In 2017 we became part of Cabot Credit Management, which in turn is part of Encore Capital Group. Wescot has over 1,200 employees across 4 UK based locations – Hull, Glasgow, Saltcoats and Telford, our vision is 'to be the industry-leading trusted provider', and we know the only way to achieve that is through our people. We are authorised and regulated by the UK Financial Conduct Authority. We are a member of the Credit Services Association and are proud to be at the forefront in helping to shape best practice standards for the industry. Diversity and inclusion are very important to us at Wescot and we value diverse talent within our business. We want everyone to be themselves at work and encourage a culture that includes everyone. **At Wescot we’re regulated by our clients - as such, any successful candidates will have to undergo a basic credit check and criminal background check. Please note that we’re unable to proceed to interview stage if a CCJ, IVA or Bankruptcy appears on a credit file, or if you do not have full right to work in the UK. CABCORP