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DATE ADDED: Thu 27/06/2019

1St Line IT Helpdesk Engineer

Grimethorpe, UK

JOB TYPE: Permanent

1st Line IT Helpdesk Engineer


3 shifts: Wk 1: 6 am to 2:30 pm Wk 2: 8:30 am to 5:00 pm Wk 3: 10:30 am - 7:00 pm

22 holiday days + statutory (bank) holidays and Annual Salary Reviews

Our client is a privately owned manufacturer of fitted kitchen, bedroom and bathroom furniture, the organisation has been in operation for 40 years and is the largest manufacturer of these products in the UK. They are a great company to work for, offering stability, training and development and the opportunity to make the role more full time as they get busier. This vacancy will be suitable to someone living in Barnsley or surrounding areas as they are on the public transport route and also offer free parking.

Role Overview:

As a first line Helpdesk Engineer your role will be to complete the initial diagnosis of support incidents and either resolve to the ticket owner's satisfaction using documented processes and procedures or escalate to Second Line Technical Support or Application Development Support using agreed protocols.


* Fulfilling standard requests using documented processes and procedures.

* Receiving and logging calls on behalf of colleagues

* Managing incidents, requests and problems in line with current skills and abilities.

* Proactively keeping colleagues informed throughout all stages of all processes by phone, email and any other computer communication channel deemed necessary

* Maintaining accurate records relating to incidents, requests, and any other aspects of IT service management

* Completing basic routine infrastructure and application administration tasks

* Setting up and configuring new mobile phones and handheld devices

* Informing and instructing colleagues on how to get the best out of the company's IT infrastructure in the most efficient and effective manner

* Achieving agreed service outcomes and personal targets

You Must Have:

* Excellent communication (written and verbal) and organisational skills with the ability to work independently or as part of a team

* A good understanding of customer service, to promote professional conduct and company values

* Strong IT skills with the ability to learn in-house systems and explain concepts clearly to others

* Analytical, research and problem solving skills

* Good organisational skills

* Due to shift work own transport would be advantageous

Some experience of the following would be advantageous:

* Mitel phone lines

* Active Directory (2012 Server)

* Log-me-in helpdesk software

* Office 365

* Smart Phone set-up

* Mobile Management Software (Iron)

* Microsoft Office (2016)

* Microsoft desktop operating systems 7/10
Role: 1st Line IT Helpdesk Engineer
Job Type: Permanent
Location: Grimethorpe, South Yorkshire,

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