Service Desk Engineer

Working within a small team of Service Desk Engineers, you will support the Cala staff with 2nd level technology support across a broad range of software applications and hardware devices. Your focus will be on resolving customer’s needs efficiently, getting it right first time, and displaying excellent customer service standards.

You will take ownership of the Technology equipment & performance for a designated office location, building an effective relationship with the Office Manager and local staff. This includes the performance of the AV equipment, the condition of the Comm’s room and IT equipment, provision of monitors and peripherals, and general tidiness of cabling within the office environment.

You will also contribute to the wider Service Desk processes and ways of working, adopting a continuous improvement mindset to identify changes that eliminate root causes and improve the overall technology offering.

• Provide support either in-person at site or remotely using remote access tools to gain control of the customers device.
• Carry out extensive troubleshooting and problem solving to identify and resolve issues.
• Delivers consistently to high quality standards with an attention to detail.
• Logging incident details and maintaining a record of progress and issue resolution details.
• Guiding new staff through the Technology onboarding activities.
• Liaise with your designated Office Manager to ensure that the Technology provision within the office is performing as expected.
• Respond to tickets / issues from customers with technical and substantive questions.
• Follow process and retain ownership, including communication with the customer, when incidents need to be escalated to 3rd level support.

The role will be office based, minimum 3-days, in our Head Office near High Wycombe. The successful candidate will also provide occasional support to other regional offices and therefore must hold a clean driving licence and be willing to travel. The other Cala locations are spread across Oxford, Dorking, Welwyn, and Winchester.

• Good knowledge of Active Directory (Azure AD, Endpoint / Intune).
• Team player with a collaborative style and strong communication skills.
• Printers and network printing o Virtual desktop (Citrix / Parallels RAS) and applications
• Apple Iphones and Ipads
• Excellent customer service skills both in-person and remote.
• Proven technical skills across a range of Windows 11 and Microsoft 365 applications, Apple (iOS) mobile, and infrastructure (on-prem & cloud) solutions.
• Experience with remote user assistance.
• Strong problem solver with the tenacity to find solutions.