Desktop Services Engineer

at  Wescot

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!

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.

• 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