Deskside Support Engineer, Wavenet
Field Based
£30.6-36k
More information about location
Office located in Regent's Park, London
Managed service and security provider
Job no longer available
Managed service and security provider
1001+ employees
Job no longer available
£30.6-36k
More information about location
Office located in Regent's Park, London
1001+ employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- *MUST HAVE A UK DRIVING LICENSE*
What the job involves
- Provide support to Desktop (Including peripherals) and basic Network troubleshooting to site services to all CNWL supported sites
- Windows environment, Dell/HP Hardware, Printing Solutions. Also include first-line switching and routing experience
- You will be required to provide support to Desktop (Including peripherals) and basic Network trouble shooting to site services to all Central & North West London supported sites
- Providing technical diagnosis and resolution of any incident placed into the deskside queue
- Where the skills of the deskside engineer permit, resolution of any incident
- Accurate updates to any request for service within the ServiceNow System
- Effective and professional communication skills (verbal and written) with the user in call handling and in updates
- Establishing priorities with the user when a request for service is placed in line with the defined priority statements
- Validating any Service Request raised via the Service Desk
- Escalating and updating the Service Desk Supervisor or Customer Service Account Manager if related to a P1 or P2 incident
- To be considered, professional and objective at all times
- Effective call closure with the user at point of resolution or allocating to the Service Desk Analyst to implement the “3-strikes” process where appropriate
- Managing perceptions to ensure that they are accurate in the user community – i.e., where service perceptions are inaccurate, the Service Desk Supervisor will be informed
- Ensure that any errors or accuracy’s noted within documented process or work instructions related to the service are raised with the Service Desk Supervisor, updated and re-issued using the appropriate version and release control
- Create Knowledge Management articles as scenario’s arise
- Ensure that a professional, courteous and proactive service is delivered to ‘the client’ (Internal and external) at all times
- Ensure that all communications activity (verbal and written) is delivered to a continual high standard and that all the appropriate company policies for document release are adhered to
- Ensure that all information is kept secure and not disclosed inappropriately
- Ensure that the appropriate level of Quality Assurance standards is used
- Accept additional responsibilities as specifically requested by the Deskside Manager or line Manager
- Project a professional image at all times
- To comply with all required company procedures
- To carry out your duties in accordance with the Company’s Equal Opportunities and Health and Safety policies at all times
- To maintain high standards of quality of work, personal presentation and personal conduct
Salary benchmarks
Our take
Wavenet is one of the UK;s leading manged service providers, offering businesses everything from cloud and cybersecurity solutions to telecoms and intelligent networking. With over 22,000 customers, its helping organisations stay connected and ready for the future.
Following its merger with Daisy Corporate Services, Wavenet is now the UK's largest managed service providers (not to mention, it's also been named one of the UK's Best Workplaces in Tech). This coupled with strong partnerships puts the company in a very promising position for the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2015
$51.5m
GROWTH EQUITY VC
Total funding: $51.5m
Company benefits
- Hybrid working
- Electric car scheme
- 25 days' holiday: 28 days after three years of service
- Referral bonus
- Employee assistance programme
- Cycle-to-work scheme
- Company pension scheme
- Enhanced maternity and paternity pay
- Benefits platform: With exclusive discounts and offers
- Living wage employer
Company HQ
Blythe Valley Park, Solihull, UK
Leadership
Philip Grannum
(CEO)Initially joined the Wavenet team as CCO in 2018 and became CEO in 2024. Previously an Executive VP of UK at Interoute, an EMEA Managing Director of Cloud, Security & UC Services at Easynet Group, Director of Cloud & Managed Services at SCC, and CEO at Thus.
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