A BIT ABOUT US

Our main focus at Waterstons is to help our customers build a better business by blending technology and strategy. We have offices in the UK and Australia. Our team also work across the globe to provide unique business solutions that directly adds value to our clients’ businesses.
Our clients tell us our people are our greatest strength, and who are we to disagree? We believe in our colleagues, and we make it a priority to reward their hard work. Unlimited holidays, flexible working, and private medical healthcare. These are only some of the amazing things we offer.
Did we also mention that we’ve been awarded Gold Investors in People for a fourth consecutive time?

ABOUT THE ROLE

We’re looking for a Service Desk Engineer to join our expanding global Support Services team, supporting our diverse range of clients with their IT solutions. The engineer MUST have a love for technology and a desire to join a fast-paced, collaborative environment focussed on continual improvement and the customer experiences.
We offer hybrid working, giving you flexibility in your place of work, but we do expect you to be in the office for 5 days a week during the first 6 weeks and then 3 days of office attendance a week thereafter. This can be in either our Durham or Glasgow office, where possible.
Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team’s coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.

DAY-TO-DAY RESPONSIBILITIES

• Adhere to ITIL service management principles.
• Provide technical support to colleagues and customers.
• Ensure timely resolution and regular communication with customers throughout the ownership of tickets, including phone calls.
• Design, implement, test and document new processes.
• Assist other teams within the business as required.
• Support colleagues by way of coaching and knowledge transfer
• Handle incidents and service requests as they come in via phone calls, emails, and self-service portals
• Ensuring the customer is communicated with and that these issues are dealt with in a timely fashion.
• Working within a larger team to provide a range of support from 1st to 3rd line, with potential to spend time on site with our clients nationwide.
• Recording your time when working on issues to enable accurate billing to clients.